IT ENTERPRISE PROBLEM MANAGEMENT PROCESS

This document contains confidential, proprietary information intended for internal use only and is not to be distributed outside the University of California, San Francisco (UCSF) without an appropriate non-disclosure agreement in force. Its contents may be changed at any time and create neither obligations on UCSF s part nor rights in any third person. IT ENTERPRISE PROBLEM MANAGEMENT PROCESS VERSION January 28, 2014 University of California San Francisco Information Technology Service UCSF Internal Use Only 2 of 33 Information Technology and Service PROBLEM MANAGEMENT PROCESS UCFST able of Contents 1 DOCUMENT INFORMATION 3 ABOUT THIS DOCUMENT 3 WHO SHOULD USE THIS DOCUMENT? 3 SUMMARY OF CHANGES 3 REVIEW AND APPROVAL DISTRIBUTION LIST 3 2 INTRODUCTION 4 MANAGEMENT SUMMARY 4 GOAL OF PROBLEM MANAGEMENT 4 PROBLEM MANAGEMENT MISSION STATEMENT 4 BENEFITS 4 PROCESS DEFINITION 6 OBJECTIVES 6 DEFINITIONS 7 SCOPE OF PROBLEM MANAGEMENT 10 INPUTS AND OUTPUTS 10 METRICS 11 3 ROLES AND RESPONSIBILITIES 11 PROBLEM MANAGEMENT PROCESS OWNER 11 PROBLEM MANAGER 13 SUPPORT GROUP STAFF 16 FUNCTIONAL MANAGERS 17 SERVICE DESK 17 SERVICE OWNER 18 PROBLEM OWNER 19 PROBLEM ANALYST 19 PROBLEM REPORTER 20 PROBLEM MANAGEMENT REVIEW TEAM 20 SOL

The Problem Management process is designed to fulfil the overall goal of unified, standardized and repeatable handling of all Problems managed by UCSF IT Enterprise. Problem Management is the process responsible for managing ... 2.4.6 Improved Utilization of IT Staff Benefit

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