Problem Management
Service description
Problem Management aims to manage the lifecycle of all Problems. The primary objectives of this process are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. 'Proactive Problem Management' analyses Incident Records, and uses data collected by other processes to identify trends or significant Problems.
• Major Problem Review sub-process is aiming to review the solution history of major Problems in order to prevent a recurrence and learn lessons for the future.
• Proactive Problem Identification is intended to emphasize the importance of proactive Problem Management.
• Problem Categorization and Prioritization should be harmonized with the approach used in Incident Management, to facilitate matching between Incidents and Problems.
• The concept of recreating Problems during Problem Diagnosis and Resolution is now more prominent. This sub-process provides clear guidance on how Problem Management cooperates with Incident Management.
Sub-processes
• Proactive Problem Identification
• Problem Categorization and Prioritization
• Problem Diagnosis and Resolution
• Problem and Error Control
• Problem Closure and Evaluation
• Major Problem Review
• Problem Management Reporting
Workflow Diagram
