Objective 
Our goal The purpose of the problem management practice is to reduce the number likelihood and impact of incidents , prevent recurrence, minimize impact, and enhance the efficiency of support teams through structured problem management.by identifying actual and potential causes of incidents and managing workarounds and known errors (with sometimes a removal)
Scope 
It covers the entire problem lifecycle—from qualification to resolution and closure—ensuring continuous service improvement and engaging all relevant stakeholders, including users, suppliers, IT, and GBS.
Main activities 
workflow graphic 
Main roles & responsibilities 
- Help Desk – Identifies recurring incidents and escalates them.
- Excellence Lead Team – Ensures process effectiveness & improvement.
- Service Owners – Responsible for long-term resolution.
- Delivery Managers – Coordinate resolution implementation.
- Technical Experts – Conduct RCA and develop solutions.
Useful contacts 
Excellence Lead: Matthias Sielaff
Guillaume Dan : guillaume.dan-ext@syensqo.com Problem Process Leader: To be completed by the new team
Need more info 
Detailed process
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