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Policy and procedures for Problem Management
1. Introduction
1.1 Purpose and Objectives
The 5X Problem Management Policy establishes a systematic approach to identifying, analyzing, and permanently resolving the root causes of incidents affecting our cloud-native platform and services. This policy goes beyond incident management by focusing on the elimination of recurring issues and the prevention of future problems through detailed analysis and permanent resolution. Our objectives include minimizing service disruptions, reducing operational costs, and improving the overall reliability and performance of our platform.
1.2 Scope and Applicability
This comprehensive policy encompasses all aspects of problem management across the 5X technology stack, including our AWS infrastructure, platform services, customer-facing applications, and internal systems. It applies to all technical staff, contractors, and third-party vendors involved in the delivery and support of 5X services. The policy specifically addresses:
The identification, recording, classification, and resolution of underlying problems affecting our services, infrastructure, and customer experience. This includes both reactive problem management in response to incidents and proactive problem management aimed at preventing future issues. The scope extends to all production environments and critical business services, with particular emphasis on systems handling customer data and core platform functionality.
2. Problem Management Framework
2.1 Problem Management Process Overview
Our problem management process follows a structured approach designed to ensure thorough investigation and permanent resolution of underlying issues. The framework consists of interconnected phases, each with specific objectives and deliverables:
2.1.1 Problem Detection and Recording
The problem detection phase begins with the systematic identification of potential problems through various channels and data sources. This includes:
Automated Detection Systems: Our infrastructure employs sophisticated monitoring tools that continuously analyze system behavior, performance metrics, and error patterns. These systems use machine learning algorithms to identify anomalies and potential problems before they impact service delivery. Key components include:
Manual Detection Methods: While automated systems form the foundation of our detection capabilities, human expertise remains crucial in identifying subtle patterns and potential problems. Our manual detection process includes:
2.1.2 Problem Classification and Prioritization
Once detected, problems undergo a rigorous classification and prioritization process to ensure appropriate resource allocation and response timing. This process considers multiple factors:
Impact Assessment: A detailed evaluation of the problem's impact on:
Urgency Determination: Analysis of the problem's time-sensitivity based on:
2.2 Problem Investigation and Diagnosis
2.2.1 Root Cause Analysis
Our root cause analysis process employs a systematic approach to identifying the fundamental causes of problems. This involves:
Data Collection Phase: A comprehensive gathering of relevant information including:
The data collection process uses automated tools to ensure completeness and accuracy, while also incorporating manual observations and contextual information from involved parties.
Analysis Techniques: We employ multiple analysis methodologies to ensure thorough problem investigation:
The Five Whys Technique: A structured questioning process that drills down through surface symptoms to identify root causes. Each "why" question builds upon the previous answer until the fundamental cause is revealed. For example:
Why did the API service fail?
Ishikawa (Fishbone) Analysis: For complex problems, we create detailed cause-and-effect diagrams that explore multiple potential contributing factors across six key categories:
2.2.2 Evidence Collection and Documentation
Our evidence collection process ensures comprehensive documentation of all problem-related information:
Technical Evidence: Detailed collection and preservation of:
Environmental Context: Documentation of surrounding circumstances including:
3. Problem Resolution and Prevention
3.1 Solution Development
The solution development process follows a structured approach to ensure comprehensive and effective problem resolution:
3.1.1 Solution Design Phase
During this critical phase, the problem management team develops potential solutions through a collaborative process:
Solution Requirements Analysis: A thorough analysis of solution requirements considering:
Solution Options Development: Development of multiple solution options, each documented with:
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