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ITSM

Problem Toolkit

Toolkit
Workflow
Meeting Cadence & Priority Timelines
Lifecycle States & What They Mean
Documentation & Communication Standards

Meeting Cadence & Priority Timelines

Problem review frequency and expected progress are driven by the assigned priority — a combination of business impact and urgency. Regular reviews keep investigations on track and ensure that critical issues are addressed without delay.

PriorityKickoff / First MeetingReview CadenceTarget Closure
CriticalWithin 1 weekWeekly~4 weeks
HighWithin 1–2 weeksWeekly4–6 weeks
ModerateWithin 2 weeksBi-weekly1–2 months
LowWithin 3 weeksMonthly1–3 months
Planning / BacklogWithin 1 monthMonthly1–6 months

Note: Meeting cadence is part of the process — not a suggestion. Consistent review drives visibility, accountability, and progress toward resolution.

Lifecycle States & What They Mean

Problems move through defined lifecycle stages. Each state has clear expectations and deliverables to ensure problems are investigated, resolved, and documented effectively.

StateDescriptionKey Actions
NewProblem has been identified and logged.Validate problem criteria and schedule the first review.
AssessImpact, urgency, and scope are evaluated.Define initial tasks and create the RCA (Root Cause Analysis) plan.
Root Cause Analysis (RCA)Investigation is underway to identify underlying causes.Collaborate with SMEs, collect data, and document findings.
Fix in ProgressA permanent solution is being developed and implemented.Create an RFC if needed and track implementation progress.
ResolvedThe root cause has been addressed and validated.Update documentation and confirm related incidents are resolved.
ClosedAll documentation, links, and communication are complete.Link related incidents and changes, finalize closure, and archive.

Documentation & Communication Standards

Documentation is a critical part of Problem Management — it provides visibility, ensures traceability, and allows future teams to understand how issues were investigated and resolved.

Key expectations throughout the lifecycle:

  • At Kickoff: Identify all stakeholders and confirm engagement.
  • During RCA: Record investigation steps, data analysis, findings, and decisions directly in the problem record.
  • Known Errors: Document a workaround and a “valid-to” date (no longer than one year).
  • At Closure: Ensure the ticket includes the root cause, workaround, final resolution, and links to related incidents and changes.
  • Inactivity: If three consecutive meetings are canceled with no progress, the problem may be closed.

Tip: Your documentation should allow any team member — now or in the future — to understand what happened, why it happened, and how it was resolved without needing additional context.