Problem management

[#1]

Afternoon all,
For those of you interested in such things, I've published a blog post this morning relating to our Problem Management processes.
Please add any feedback to the blog, or here.

[#2]

Thanks for the blog, does help us understand the procedures.
For me this didn't answer the question "what happens if a problem affects a (large) handful of people?".  It's predominantly in connection with the mechanism for providing feedback to the user I'm thinking of.  For P1 problems Service Status can provide progress information, for P3 single-user problems the ticket can (whether it does is another matter), but where does this come from for P2 (or wherever "handful" problems fit)?

[#3]

Of the current processes we have in place, this would need to be done via tickets, or via PUGIT.