Problem Management

Problem management differs from incident management in that its main goal is the detection of the underlying causes of an incident and their subsequent resolution and prevention. This goal can be in direct conflict with incident management where the goal is to restore service to the customer as quickly as possible rather than search for a permanent solution.

The scope of problem management is assumed to be:

Problem Control:
The identification of the root cause of incidents (problems), such as the configuration items that are at fault, and to provide Service Desk with information and advice on workarounds when available. The process needs to be carefully managed and planned. Problem control activities include: problem identification, recording, classification, investigation and diagnosis.

Error Control:
The correction of configuration items to remove errors / faults, and the overall management of known errors whilst they remain unresolved and until they are eliminated by the successful implementation of a change under the control of the Change Management process.

Proactive Problem Prevention:
The monitoring and analysis of the problem environment and the provision of information for proactive measures to improve service quality. This includes the identification of 'fragile' components (by analysis of incidents, problems and known errors), highlighting the potential for, and prevention of errors in one system recurring in other systems, identification of any other trends (e.g. a gradual increase in problematic changes from one area of the organisation).

Production of Related Management Information:
Overall management information related to problem management, including completion of major problem reviews, integrated with incident control management information produced by the Service Desk.

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