ITIL Problem Management
Problem Management is one of the core components in the ITIL Service Management process. The main focus of the problem management department is to minimize the effects of problems that occur in the IT workplace and to prevent them from them occurring again. There is an outflow of reactive and proactive components in this department because they solve problems in addition to catching them before they start.
A problem is the underlying reason for incidents to occur, so the problem management and incident management departments work fairly close together. They often have conflicts because incident management wants to solve the incident as quickly as possible; doing anything they can to repair it quickly. Problem management wants to analyze the incident and solve the core root of the problem, which takes longer than just repairing the incident. Problem management uses findings from the incident management process to understand what the underlying problem is that caused the incidents to happen in the first place.
The main duty of the problem management team is to use incident reports, known errors, and information from other processes and create requests for change and also update problem records and known errors. Problem management creates the requests for change to give to the change management part of the process so that they can alert the company to any changes that have been made to certain procedures. This department is also in charge of keeping track of trends in order to stay ahead of potential problems before they occur.
Tags: ITIL, problem management