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According to ITIL official terminology, a problem is defined as an underlying cause of one or more incidents. Problem management is the process that investigates the cause of incidents and, wherever possible, implements a permanent solution to prevent recurrence. Until such time as a permanent resolution is applied, it will also attempt to provide a workaround to enable the service to be restored and the incident to be resolved.
It is important to understand the differences between incidents and problems and to realize that an incident never becomes a problem.
Problem Management is the process responsible for managing the lifecycle of all problems. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
Problem Management is the process responsible for managing the lifecycle of allproblems. The primary objectives of problem management are to preventproblems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
The occurrence of the same incident many times an incident that impacts many users the result of network diagnostics revealing systems not operating in the expected way Therefore, a problem can exist without having an immediate impact on the users. Incidents are usually more visible and the impact on the user is more immediate
Problem management is the ITIL Process that is responsible in managing the prolems lifecycle. The main objective being to prevent problems and resulting incidents from happeniing, to fix root cause, to eliminate reccurence of incidents and minimise impat of incidents that cannot be prevented.
The process responsible for manging the lifecycle of all problems.
Problem management is finding the root cause of repetitive incidents
