Activity
Error resolution tracking and monitoring also against SLAs
Solve Error (Error Control)
Description
Description
Parallel to other activities, Problem Management should monitor the continuing impact of Problems and Known Errors on User services. In case that this impact becomes severe, Problem Management should escalate the Problem.
The progress of Problem resolution should be monitored against SLAs. SLAs determine the maximum number of outstanding Errors. If the number of Errors or Problems reaches this limit, escalation should be invoked by Problem Management.
Organisation
Responsible role
Problem Support
Input/Output
Output data
Known Error
User Impact Report