Problem Management

What is Problem Management?

Problem management is the process of identifying the root causes of incidents and implementing solutions to prevent recurrence, focusing on long-term fixes rather than immediate restoration.

Problem vs Incident

Incident management restores service; problem management prevents recurrence.

Common misconceptions

• "Every incident needs problem management" — Risk-based approach
• "Problem management is slow" — Prevents future incidents
• "Problem equals incident" — Different concepts