Problem management is the process of analyzing incidents and trends with the objective of discovering the underlying root cause. Therefore, the root cause can be resolved thus reducing/eliminating these incidents. It should be understood that, if the root cause of a problem management case is not resolved, for example for cost reasons, similar incidents may occur. This will result in ‘known error’.
Problem management is closely linked to the incident management process as well as other processes such as change and release management.
Problem management will provide information into the ‘knowledge base’ and at the same time the ‘knowledge base’ provides information into the problem management process allowing for faster problem resolutions.
Problem analysis
