Problem Mgmt

1. Pro-active

1.1. Monitoring

1.2. Trending

2. Interfaces

2.1. Incident

2.1.1. Post Incident Review

2.2. Change

2.2.1. Post Change Review

2.3. Projects

3. Process

3.1. Identify

3.2. Record

3.3. Classify

3.4. Investigate

3.5. Diagnose

3.6. Resolve

3.7. Close

4. Governance

4.1. AXA Tech

4.2. Service

4.2.1. Service Mgmt

4.2.2. Service Assurance

5. Metrics

5.1. # Problems by Status

5.1.1. Open

5.1.1.1. Hold

5.1.1.2. Awaiting Confirmation

5.1.1.3. Average Age of Problems

5.1.1.4. # Outstanding Actions

5.1.2. Closed

5.1.2.1. % No Action

5.1.2.2. % In SLA

5.1.2.3. % Out of SLA

5.2. Trends

5.3. # of Re-occurances

5.4. % Problems Reviewed

5.5. Customer Satisfaction