Problem management is the systematic review of past incidents and the trends in network usage to identify the changes required to permanently remove these underlying problems from the infrastructure and prevent future incidents.


On the other hand, problem management is all about identifying, documenting, and remediating root causes and known errors. The objective of problem management is to minimize disruption to the business by proactive identification and analysis of the cause of incidents and by managing problems to closure. By identifying the cause of service interruptions, problem management provides solutions to service interruptions and suggests changes to improve the stability of services.


Only a fraction of the corporate changes required for successful knowledge management are technical. The challenge for business leaders is determining what changes regarding management are temporary and what might be more lasting. Speed up the entire incident, problem and change management process by providing detailed information about the assets involved using asset management.


The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. There are many processes to be designed, optimized and followed, each associated with a specific step in the ITIL service lifecycle.


Defined best practice processes with a good supporting IT service management toolset yields tremendous benefits in quality, cost, efficiency and customer satisfaction. Increase productivity and improve your teams time management with the smart auto-prioritization of problems based on their impact, urgency, and other parameters. Problem management addresses the underlying cause of multiple incidents incident management entails responding to an instance of disrupted operations caused by a problem.


Integrated risk management software that identifies, assesses, responds to and monitors your enterprise risks. Problem solving management with higher benefits along with improved efficiency and effectiveness. It includes critical success factors for service-level management and performance indicators to help evaluate success. Provides strategies for classroom management, professional development opportunities, and free resources.


The manager also needs to know how work is progressing and how employees feel about the general work situation. The purpose of well-planned and repeatable quality management is to ensure the delivery of products or services which are acceptable to the customer based on some agreed upon standard of quality. You need to get out there and spread the word about your products or services to the right people to build your customer base.


Reactive problem management aims to find and eliminate the root cause of known incidents, while proactive problem management aims to identify and prevent future incidents from recurring by identifying and eliminating the root cause. Well into the second phase of the project, organizations who participated in the problem management plus (PM) training are busy disseminating PM across the globe by training staff, supervising role-plays, and starting to provide PM sessions to organizations.

Want to check how your Problem Management Processes are performing? You don’t know what you don’t know. Find out with our Problem Management Self Assessment Toolkit: