SUP.9 Problem Resolution Management

The purpose of the Problem Resolution Management Process is to ensure that problems are identified, recorded, analyzed, and their resolution is managed and controlled.

Process outcomes

1. Problems are uniquely identified, recorded and classified.

2. Problems are analyzed and assessed to determine an appropriate solution.

3. Problem resolution is initiated.

4. Problems are tracked to closure.

5. The status of problems including trends identified are reported to stakeholders.

Base practices

SUP.9.BP1: Identify and record the problem		status: valid
status: valid links outgoing: std_req__aspice_40__iic-13-07
Each problem is uniquely identified, described and recorded. A status is assigned to each problem to facilitate tracking. Supporting information is provided to reproduce and diagnose the problem. Note Problems may relate to e.g., product, resources, or methods. Note Example values for the problem status are “new”, “solved”, “closed”, etc. Note Supporting information may include e.g, the origin of the problem, how it can be reproduced, environmental information, by whom it has been detected. Note Unique identification supports traceability to changes made as needed by the change request management process (SUP.10).
std_req__aspice_40__SUP-9-BP1		Standard Requirement

SUP.9.BP2: Determine the cause and the impact of the problem		status: valid
status: valid links outgoing: std_req__aspice_40__iic-13-07, std_req__aspice_40__iic-15-55
Analyze the problem, determine its cause, including common causes if existing, and impact. Involve relevant parties. Categorize the problem. Note Problem categorization (e.g., light, medium, severe) may be based on severity, criticality, urgency, etc.
std_req__aspice_40__SUP-9-BP2		Standard Requirement

SUP.9.BP3: Authorize urgent resolution action		status: valid
status: valid links outgoing: std_req__aspice_40__iic-13-07
Obtain authorization for immediate action if a problem requires an urgent resolution according to the categorization.
std_req__aspice_40__SUP-9-BP3		Standard Requirement

SUP.9.BP4: Raise alert notifications		status: valid
status: valid links outgoing: std_req__aspice_40__iic-13-07
If according to the categorization the problem has a high impact on other systems or other affected parties, an alert notification needs to be raised accordingly.
std_req__aspice_40__SUP-9-BP4		Standard Requirement

SUP.9.BP5: Initiate problem resolution		status: valid
status: valid links outgoing: std_req__aspice_40__iic-13-07
Initiate appropriate actions according to the categorization to resolve the problem long-term, including review of those actions or initiate a change request. This includes synchronization and consistency with short-term urgent resolution actions, if applicable.
std_req__aspice_40__SUP-9-BP5		Standard Requirement

SUP.9.BP6: Track problems to closure		status: valid
status: valid links outgoing: std_req__aspice_40__iic-13-07, std_req__aspice_40__iic-15-12
Track the status of problems to closure including all related change requests. The closure of problems is accepted by relevant stakeholders.
std_req__aspice_40__SUP-9-BP6		Standard Requirement

SUP.9.BP7: Report the status of problem resolution activities		status: valid
status: valid links outgoing: std_req__aspice_40__iic-15-12
Collect and analyze problem resolution management data, identify trends, and initiate related actions. Regularly report the results of data analysis, the identified trends and the status of problem resolution activities to relevant stakeholders. Note Collected data may contain information about where the problems occurred, how and when they were found, what their impacts were, etc.
std_req__aspice_40__SUP-9-BP7		Standard Requirement