Problem management

Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen in an IT service. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. ITIL defines a problem as the cause of one or more incidents.

See also

• ISO/IEC 15504
• Quality Assurance
• RPR Problem Diagnosis
• Grey problem
• Pareto analysis

References

• The New Rational Manager - Describes KT Problem Solving and Decision Making (PSDM)
• Offord, Paul (2011). RPR: A Problem Diagnosis Method for IT Professionals. Essex, England: Advance Seven Limited. ISBN 978-1-4478-4443-3. Search this book on

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