IT Service Management, 3rd Edition

27 PROBLEM MANAGEMENT

INTRODUCTION AND SCOPE

Whereas incident management is concerned with the restoration of service, problem management is focused on the underlying cause. Problem management is responsible for the management of all IT problems. The process includes root cause analysis and arriving at the resolution of problems. Problem management remains responsible until resolutions are implemented via change management and release and deployment management.

Problem management provides value to an organisation by avoiding, reducing and mitigating the adverse business impact of problems. This allows services to be more available and to be more robust.

PURPOSE AND OBJECTIVES

The objectives of problem management are:

• to prevent problems ...