Skip to content.

Home → Skills → Service management → Service operation → Problem management

SFIA Skill

Problem management PBMG

The resolution of incidents and problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies.

Problem management: Level 5

Ensures that appropriate action is taken to investigate and resolve incidents and problems in systems and services. Ensures that such incidents and problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures.

Problem management: Level 4

Monitors actions to investigate and resolve incidents and problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.