Incident & Problem Management Sample Clauses

Incident & Problem Management. Incident and problem management Services include the activities associated with restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Table of Contents Problem management also includes minimizing the adverse impact of Incidents and problems on the business that are caused by errors in the IT infrastructure, and to prevent the recurrence of Incidents related to those errors. In order to achieve this goal, problem management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. The following table identifies Incident and problem management roles and responsibilities that ACS and Symetra will perform. 1. Define Incident and problem management policies and procedures X 2. Approve Incident and problem management policies and procedures X 3. Establish operations and service management quality assurance and control programs X 4. Approve operations and service management quality assurance and control programs X 5. Perform quality assurance and quality control programs X 6. Coordinate user support activities with the help desk X 7. Establish Incident/problem classification by priority X 8. Establish Incident/problem workflow, escalation, communication and reporting processes that help to achieve the SLRs X