Processes: Incident & Problem Management

Manages the full lifecycle of IT incidents to restore normal service operation as quickly as possible, as defined in SOP-0302484. The process covers identification, logging, categorization, prioritization, diagnosis, resolution, and closure of all incidents reported through ServiceNow.

Manages the lifecycle of unexpected events encountered during CS operations, from initial reporting through investigation, root cause analysis, and resolution. Ensures GxP impact incidents are escalated to quality management records and problem management is triggered when root cause cannot be ident

Manages high-priority incidents with severe business impact, running in parallel to the standard Incident Management process as defined in SOP-0302484. The process ensures senior management and stakeholders are informed, coordinates resolution teams, and triggers business communications for critical

Manages mass issues where many end-users report the same incident within a short period, running in parallel to standard Incident Management as defined in SOP-0302484. The process minimizes adverse impact of mass issues, ensures efficient handling, and coordinates Service Desk communications and res

Defines the end-to-end Problem Management process for Group Informatics (SOP-0302555), covering detection and logging, investigation and diagnosis, solution implementation, and formal closure. The process aims to identify root causes of incidents, eliminate recurring incidents, and prevent future oc