Task: Manage Issues

Minimize the adverse impact of Incidents and Problems on the business

Purpose

· Minimize the adverse impact of Incidents and Problems on the business.

· Record all workarounds and ‘quick fixes’ as Known Errors where appropriate, and raises Change Requests to implement permanent structural solutions wherever possible.

· Create defect reports or enhancement requests as appropriate.

Relationships

Roles	Primary Performer: Client Support Manager	Additional Performers:
Process Usage	ASUM-DM > Operate & Optimize > Support User Community > Manage Issues

Steps

Maintain issue register

Receive issue requests

Classify issues

Provide initial support

Generate defect or enhancement request

Track issue resolution

Escalate issues as required

Track issues escalated to vendor

Close issues

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