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Problem Management: An implementation guide for the real world by Hall, Michael G.

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1 WHAT IS PROBLEM MANAGEMENT?

So what is problem management and what does it aim to achieve? And how is it different from incident management?

OBJECTIVES

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This is what ITIL Service Operation (Cabinet Office, 2011, page 97) says problem management is all about:

  • Prevent problems and resulting incidents from happening.
  • Eliminate recurring incidents.
  • Minimise the impact of incidents that cannot be prevented.

In other words, problem management is about improving stability across platforms. There is quite a lot of excellent guidance in the problem management section of the 2011 edition of the ITIL Service Operation book. The chapter is only about ...

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