Delivery Process: SUP.9 Problem resolution management
The purpose of the Problem resolution management process is to ensure that all discovered problems are identified, analyzed, managed and controlled to resolution.

Activity diagram: SUP.9 Problem resolution management Assess Generic Practices Capability Level 5 Assess Generic Practices Capability Level 4 Assess Generic Practices Capability Levels 1,2 and 3 SUP.9.BP1: Develop a problem resolution management strategy. SUP.9.BP2: Establish a consistent problem resolution management proceeding. SUP.9.BP3: Identify and record the problem. SUP.9.BP4: Investigate and diagnose the cause and the impact of the problem. SUP.9.BP5: Execute urgent resolution action, where necessary. SUP.9.BP6: Raise alert notifications, where necessary. SUP.9.BP7: Initiate change request. SUP.9.BP8: Track problems to closure. SUP.9.BP9: Analyze problem trends.

As a result of successful implementation of this process:

SUP 9.1 a problem management strategy is developed

SUP 9.2 problems are recorded, identified and classified

SUP 9.3 problems are analysed and assessed to identify acceptable solution(s) 

SUP 9.4 problem resolution is implemented

SUP 9.5 problems are tracked to closure

SUP 9.6 the status of all problem reports is known.

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