Section 2: Introduction to Problem Management
Objective
The objective of Problem Management is:
• To reduce failures to an acceptable risk at an acceptable cost to insure service levels are achieved.
• To provide a unified effort for the resolution of problems and minimizing the impact of these problems on the information systems facility.
• To obtain measurements of the data processing environment relative to problems.
• To track all problems from recognition to resolution.
• To standardize the way the organization responds to problems.
• To report the results of these operations to management in a concise, understandable manner in order to:
support the business objectives of the organization
enhance the manageability of the data processing resource
minimize the impact of problems affecting SAP services
provide better management information relative to problems
To establish procedures that enable users to report all problems easily and accurately.
Scope of Document
This document includes standard problem management activities, responsibility matrix, and problem area and problem severity types.