2.7.1 Workflow for investigating Items [problem management]

After the person in charge of problem management checks the statuses of the Items that they manage, the person in charge of problem management investigates the fundamental causes of incidents.

The following shows the overview of the process when a person in charge of problem management investigates an Item.

The method of checking the statuses of the Items that they manage and the method of checking the Items for which a pre-deadline email notification was received are the same as those for the incident management process.

The methods of investigating the fundamental cause of an incident differ depending on the target system and the content of the incidents. In this manual, the subsequent procedures are described on the assumption that the log file for an abnormally terminated application was obtained and the fundamental cause was identified.

Related topics

• 2.4.2 Checking the statuses of the Items that you manage [incident management]

• 2.4.3 Checking the Items for which a pre-deadline email notification was sent [incident management]

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