Politica de gerenciamento de problemas

UNIVERSITY OF UTAH IT OPERATIONS POLICY
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UIT – Problem Management Policy
Chapter or Section: University Information Technology (UIT)

|ID |UIT Incident Management Policy | | |
|Rev |Date |Author |Change |Date Approved |Approved by |
|1.0 |1/5/2011 |Lynn Davies |None | | |
| | | | | | |

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PURPOSE

The purpose of this policy is to provide definition of the Problem Management process, principles and roles, used across the University Information Technology Organization (UIT). The Problem Management Process will work in conjunction with other UIT processes related to ITIL and ITSM processes in order to provide quality IT services and increase value to the University.

SCOPE

The Problem Management Policy applies to all providers of UIT services and all requesters of services provided by UIT. Coverage of this policy and associated procedures apply to all production services, applications and system assets (physical and virtual), network infrastructure assets, all other supported IT assets (physical or virtual) and non-production assets. This policy will define Problem Management, the Problem Management Principles, the roles and responsibilities involved, and the value it brings to the University.

FOCUS OF PROBLEM MANAGEMENT

The primary objectives of Problem Management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the