Objective 
Our goal is to reduce the number of incidents, prevent recurrence, minimize impact, and enhance the efficiency of support teams through structured problem management.
Scope 
It covers the entire problem lifecycle—from qualification to resolution and closure—ensuring continuous service improvement.
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 
Guillaume Dan : guillaume.dan-ext@syensqo.com
Need more info 
Detailed process
Useful card
FAQ