General Problem Management Sample Clauses
The General Problem Management clause establishes procedures for identifying, reporting, and resolving issues that arise during the course of a project or service delivery. It typically outlines the steps for logging problems, assigning responsibility for investigation, and tracking progress toward resolution, often including escalation paths for unresolved or critical issues. By formalizing how problems are managed, this clause ensures that disruptions are addressed efficiently and transparently, minimizing impact on operations and maintaining service quality.
General Problem Management. Service Provider’s responsibilities include:
1. Implement a robust and auditable process for Problem Management, which is approved by DIR.
2. Use the approved Problem Management process to reduce the recurrence of Incidents.
3. Communicate the Problem Management process within Service Provider and to each Third Party Vendor(s) with which an OLA or underpinning contract exists.
4. Manage the effective entry of data into Problem Management systems and escalate to DIR and DIR Customer for prioritization and approval.
5. Manage and Resolve any deviation from the effective management of Problems.
6. Perform regular review of Incidents to identify recurring Incidents and associated Problems.
7. Engage with Financial Management processes to provide effective business cases / return on investment analysis to quantify the cost and benefit of implementing Problem / Known Error Resolutions.
8. Implement the corrective actions as identified in an expedited fashion.
9. Submit Request for Changes (RFC) through the Change Management Process to request the Resolution of Problems / Known Errors.
10. Validate that Problem Resolution and corrective actions taken through Change Management are sufficient to confirm that root causes identified do not recur in same or similar environments. This includes update of manuals, procedures, and other documentation, and the submission of RFCs through the Change Management process to facilitate changes to other services, systems or components which have been impacted by the same or similar Problems / Known Errors.
11. Verify and track that the identified corrective actions are being implemented.
12. Escalate to appropriate management within DIR, DIR Customers, Service Provider and all Third Party Vendor(s) if corrective actions are not being closed.
13. Document workarounds for Incidents that can be used to support the handling of future Problems and Incidents, and which will:
13.1. Be stored in the Known Error Database / Knowledge Database.
13.2. Have a unique identifier or reference number.
13.3. Be categorized in a manner like the categorization of Incidents and Problems in order to facilitate effective identification and use.
13.4. Provide a detailed description of the steps to be executed to implement the workaround.
13.5. Provide a detailed description of any required inputs, capabilities, resources, etc. that are required for proper execution of the workaround.
13.6. Describe the appropriate context under which the workaround is t...