The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors (with sometimes a removal)
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.
Excellence Lead: Matthias Sielaff
Problem Process Leader: To be completed by the new team
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