Problem Management Policy

Policy Owner: Manager, IT Performance Achievement

Note: An owner must be a PCES-level manager or higher.

This policy provides formally documented management expectations and intentions.

1. PURPOSE

The purpose of this policy is to ensure a viable and secure computing infrastructure through effective and efficient management of problems related to Postal Service information technology.  This approach will minimize the time and resources needed to resolve problems, and will keep any outages within predetermined acceptable timeframes.

2. SCOPE

This policy applies to all Postal Service employees and contracted vendors using IT-supported applications and infrastructure services.

3. POLICY

All attempts to resolve a problem must first be investigated through the use of IT Express Help.  All production problems that are not resolved by use of IT Express Help must be recorded in the Problem Management Service Request System.

4. SUPPORTING DOCUMENTATION

• Problem Management Process

For access to the following documents, contact the US Postal Service. See Publication 5, Let's Do Business for further information about local US Postal Service contacts.

• IT Express Help
  
• Problem Incident, Request and Question Standards
  

5. REVISION HISTORY

Version #1.0
Section(s) Revised:        N/A
Revision Description:      Baseline
Revision Date:               

Version #2.0
Section(s) Revised:        All
Revision Description:     This document was made Section 508 compliant and was converted to HTML.
Revision Date:               FY12/Q3