Problem and Incident Management
The objective of problem management is to prevent the recurrence of an incident by identifying its root cause and taking appropriate preventive action. The elements of problem management are investigation, in-depth analysis, root cause analysis, and addressing the issues identified during the root cause analysis. The first step in problem management is reporting an exception or identifying a recurring problem. To prevent the recurrence of an incident, it is important to conduct a root cause analysis and address the issues.
Some widely accepted methodologies for root cause analysis include fishbone analysis, Ishikawa cause and effect diagrams, the five whys, and brainstorming.
It is important to note the difference between problem management and incident management. The objective of problem management is to reduce the number of incidents, whereas the objective of incident management is for the organization to return to a normal state as soon as...
