Problem Management

Problem Management is conducted to do a root cause analysis of recurring and/or potential incidents and identify a solution that could provide a long-term solution to an incident. If the solution doesn’t address the problem, then it should decrease the impact of a future incident.

Activities in Supplier scope	Activities in Customer scope
Consolidating incidents to identify recurring issues	Approve the proposed resolution
Define the problem and create a problem ticket to address the recurring incidents	Approve the test results
Root cause analysis	Approve the production deployment
Analysis for bug fixes
Bug fixes (Code changes)
End-to-end testing
Documentation and review of the recurrence of the incident
Information sharing and documentation

Change Request Management

A change request is a formal proposal for an alteration to some product or system. Change Request Management aims to control the lifecycle of all the changes. The primary objective of Change Request Management is to enable beneficial changes made with minimal disruption to IT services.

Functional and platform changes will be done through a Change Request Management process. The support team will work very closely with the project team to ensure that all changes are deployed with minimal disruption to services.

Release Management

Release Management is the implementation of change(s) in the production environment. This process ensures that all the releases in production have gone through the appropriate due diligence to ensure environmental integrity.

The support team will work very closely with the project team to ensure that all releases get seamlessly transitioned into operations for ongoing support.