Problem management,

The process of identifying and managing the causes of events in an IT service. It is a core component of ITSM frameworks. The main purpose is to prevent the occurrence of problems and the incidents resulting from them. For events that occur, problem management tries to prevent them from happening again or, if unavoidable, to minimize the impact on the business. To understand problem management, it is first helpful to define what the problem is.



Problem management is not only about finding and fixing incidents, but also about identifying and understanding the underlying causes of an incident and determining the best method to eliminate that root cause.

Moreover, if it is an outage process completed by a grouped team, the exact cause is of no value to an organization, so problem management must be continuous and applied widely across multiple teams, including IT, security, and software developers.

An incident may be over when the service is up and running again, but the problem persists until root causes and contributing factors are addressed.

What are the benefits of problem management?

  • Shortens the solution time
  • Avoids costly events
  • Increases productivity
  • Empower your team to find and learn from underlying causes
  • Promotes continuous service improvement
  • Increases customer satisfaction