Problem Management

Problem Management is the Process responsible for managing the Lifecycle of all Problems. The primary Objectives of Problem Management are to prevent Incidents from happening, and to minimize the Impact of Incidents that cannot be prevented. (ITIL® V3 Glossary v3.1.24, 11 May 2007)

While Incident Management is responsible for the fix or workaround, ultimately it is the Problem Management that performs the root cause analysis for chronic Incidents and provides a permanent solution.

There are two approaches towards managing a problem

• When a problem has occurred and a solution need to be found, it is considered Reactive Problem Management
• Proactive problem Management helps to manage a problem proactively (opposite opposite of reactive) by trying to anticipate problems and prevent them from happening.

When a problem has occurred and a solution need to be found, it is considered Reactive Problem Management

See also

1. Change Management