Problem Management Process

PURPOSESCOPEPROCESS DESCRIPTIONPROCESS INPUTS/OUTPUTS
ROLES AND RESPONSIBILITIESSUPPORTING DOCUMENTATIONREVISION HISTORY

Process Owner: Manager, IT Performance Achievement

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

This process establishes standard tools and processes for problem management within the Postal Service Technical Environment.

PURPOSE

The purpose of the Problem Management Process is to capture the problems, identify the root causes of problems, provide quick resolution, and to minimize their impact on business operations.

SCOPE

The Problem Management Process includes all activities associated with the logging, acknowledgment, and classification of all problems including those in non-production environments, as well as problem response and tracking activities. Additionally, reporting tools are utilized to identify recurring problems. Such problems are communicated to the business owner (customer) for development of a long-term solution.

PROCESS DESCRIPTION

The Problem Management Process aims at resolving and eliminating problems permanently from the Postal Service technology environment in order to provide a more stable environment and reduce the impact on business and user productivity.

The Problem Management Process is composed of the following processes

PROCESS INPUTS/OUTPUTS

Inputs

Outputs

ROLES AND RESPONSIBILITIES

SUPPORTING DOCUMENTATION

There is no supporting documentation for this process.

REVISION HISTORY

Version 1.0  
Sections Revised: N/A
Revision Description: Baseline
Date:  
   
Version 2.0  
Sections Revised: All
Revision Description: This document was made Section 508 compliant and was converted to HTML.
Date: FY12/Q3
   
Version 2.1  
Sections Revised: Process Diagram and Process Relationships
Revision Description:

Removed Process Diagram and Process Relationships (no longer needed).
Note: Created redirect link from ITWEB so document is only published on USPS.com.

Date: 08.06.2014