Problem Response Procedure At A GlanceIdentification TerminologyProblem: Requiring a technical solution. IssueCommunication: Requiring customer communications or training. Service OwnerFix: IS&T senior staff member primarily responsible for a service. This should be an individual name as point of contact. Business OwnerClose Out: Person or department that sponsors the service. Support Staff: Customer Support and Operations & Infrastructure Staff dealing with the current production problem and issue. Urgent: Requires immediate triage, service down. Hand-Off: Bug in the system, short-term project. |