¨ Reviewing resolved incidents and identifying potential problems from incident records.
¨ Associating incidents with existing problem records or creating new problem records if necessary.
¨ Ensuring problems are dealt with according to agreed timescales and priorities.
¨ Ensuring that accurate and complete information is entered in all problem records.
¨ Ensuring that problems are assigned to the appropriate groups for investigation.
¨ Ensuring that resolutions and workarounds to problems are verified.
¨ Deciding whether Known Error records should be created and whether, if a permanent resolution has been found but not yet implemented, investigation work should continue in order to produce a workaround.
¨ Assessing Known Errors to determine whether the permanent resolutions could or should be applied.
¨ Closing problem records and Known Error records when appropriate and informing Incident Management so that resolutions or workarounds can be applied to associated incidents.
