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Problem Management Process

Within ITIL®, Problems are defined as the unknown cause of one or more Incidents. The Problem Management process is responsible for managing the Lifecycle of all Problems that may occur during service operations. The main focus of Problem Management is to prevent any interruption from occurring and to minimize the effects of Incidents that cannot be prevented. Many times when a Problem occurs, the cause may not be immediately known; therefore, this process is responsible for investigating the root cause(s) of Incidents.

Key activities in the Problem Management process include detecting Problems, logging information about the Problems, categorizing and prioritizing Problems, investigating and diagnosing Problems, documenting the workarounds and making the necessary requests to permanently resolve the Problems. The solutions to the Problems are recorded in the Known Error Database which improves the efficiency and effectiveness of the Incident Management process.

Storing information about each Problem is critical as it helps to reduce the number and impact of disruptions over time. Therefore, there has to be a close relationship between the processes of Problem Management and Knowledge Management as well as the tools used for the management of data within those processes.

Problem Management focuses on all the activities that are necessary to diagnose and analyze the cause of Incidents to establish an effective course of action. The recommended workarounds are implemented with the appropriate controlling mechanisms in place, including the Change Management and Release and Deployment Management processes.

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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