While the Service Desk should resolve all reported incidents associated with known problems, the role of problem management is to determine the root cause of unresolved incidents. As problem management identifies and corrects the underlying causes of problems, it should ensure that the same problems do not occur repeatedly.
One of the most complicated things about Exchange problem management is that messaging as an IT service is dependent on a large number of non-messaging technologies. The following are some of the issues that would affect a user’s ability to access e-mail.
Slow client-to-server connectivity (causing RPC timeout problems for MAPI clients)
No DNS server listed in client (causing problems finding servers ...