Problem management process Transition Questionnaire ...!!!

I have been preparing the questions for problem management process transition work for last few days. During the course of time i have come up with following questions which came to my mind, would be helpful for the people working on ITSM implementation projects. 1.What is the type of medium you use to raise a problem?

2. What are the key factors you collect for a problem in ticket ?

3.What is the process of notifying the users when there is a problem?

4. do you have knowledge database for problems?

5.do you take team meetings to discuss problems?

6.Do you reject the tickets the tickets as problem ticket upon analyzing them?

7.What are the main factors to define the ticket as a problem?

8. What is the naming convention you use for problems?

9. do you have root cause analysis process in place and a dedicated team for it?

10. what is the general hierarchy for problem ticket ownership?

11.Do you initiate change once root cause is identified for a problem?

12.how do you notify people upon problem ticket progress or status?

13. do you have root cause analysis templates available?

14. what is the process of updating root cause analysis templates?

15.Do you have SLA for problem management and for  all their process statuses?

16. do you have escalation process defined for problems?

17.what is the process of closing the problem ticket?

18.Do you update the knowledge base once new solution is identified?