Problem Management
What is Problem Management?
The process of identifying the root causes of recurring incidents and implementing solutions to prevent their reoccurrence.
Terms that appear alongside problem management
Each of these is named in at least one of the same controls as problem management. The number is how many controls name both.
- change management 4 shared controls
- root cause analysis 3 shared controls
- itil 3 shared controls
- incident management 3 shared controls
- it service management 3 shared controls
- configuration management 3 shared controls
- post incident review 2 shared controls
- risk assessment 2 shared controls
Frameworks that govern problem management
What the standards actually require on problem management
Requirements naming problem management across 6 standards, quoted from the control text.
Problem management. Control from ITIL 4 framework, domain: ITIL 4: Service Operation.
ITIL4-12 · Problem management →Institutions shall establish ICT incident and problem management processes to monitor, log, classify, respond to and learn from ICT operational and security incidents, including escalation, communication and root-cause analysis.
EBA-GL-3.5.1 · ICT incident and problem management →Undertakings establish an incident and problem management process to monitor and log operational/security incidents and resume critical functions, with classification criteria/thresholds and early-warning indicators, and processes/structures ensuring consisten...
EIOPA-ICTSG-GL.15 · ICT incident and problem management →Problem management. Control from ISO 20000-1 framework, domain: ISO 20000-1: Service Operation.
ISO20000-12 · Problem management →IT Services Management. IT service management processes must support stable services, covering configuration management, change management, software release management, incident and problem management, and performance and capacity management (para 33).
BMA-9 · Information Technology Services Management →GAMP 5 SUPPLIER ASSESSMENT + OPERATIONAL PHASE + CHANGE CONTROL + PERIODIC REVIEW. SUPPLIER ASSESSMENT: pre-engagement qualification + risk-based depth (lighter for Cat 1/3 + deeper for Cat 4/5);
GAMP5-Supplier-Operations-Change-Periodic · Supplier Assessment, Operational Phase, Change Control and Periodic Review →Questions people ask about problem management
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