【正文】 has been flagged, it needs to be assessed to see if the issue has already been recorded as a problem or a known error record. If a record exists, there needs to be an increase in the ―incident count.‖ The incident count is a record of the number of times that this particular problem or known error has resulted in an incident. The size of the incident count assists with prioritization by giving an indication of the frequency of occurrence and thus the impact this issue is having on the business. If there is no previously established data recorded for this potential problem, then problem management needs to confirm tha。 Problem Management Service Management Function Published: October 20xx Reformatted: January 20xx For the latest information, please see ii Problem Management The information contained in this document represents the current view of Microsoft C orporation on the issues discussed as of the date of publication. 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Service Management Function iii Contents Executive Summary ............................................................................................... 1 Introduction ........................................................................................................... 3 Problem Management Overview ........................................................................... 5 Goal and Objectives .............................................................................................5 Scope...................................................................................................................6 Key Definitions .....................................................................................................6 Processes and Activities ........................................................................................ 9 Process Flow Summary.........................................................................................9 Problem Recording and Classification ............................................................10 Problem Investigation and Diagnosis ............................................................10 Error Control ................................................................................................10 Problem Closure ...........................................................................................10 Proactive Analysis and Problem Reviews .......................................................10 Problem Recording and Classification ..................................................................12 Sources of Problem Information....................................................................13 Assessing Suspected Problems .....................................................................13 Problem Recording .......................................................................................14 Problem Investigation and Diagnosis ..................................................................18 Normal and Major Problems..........................................................................19 Evidence ......................................................................................................20 Problem Analysis Techniques ........................................................................22 Reviewing Progress ......................................................................................26 Error Control ......................................................................................................28 Error Recording ............................................................................................29 Error Assessment .........................................................................................30 Determining Resolution Priority ....................................................................31 Error Monitoring ...........................................................................................32 Error Resolution ...........................................................................................32