Purpose and objectives

Problem management is the process that is responsible for managing all problems from initiation through to closure.

The purpose of problem management is to manage the life cycle of a problem from the time the problem is raised until the permanent solution to eliminate the error has been applied. Problem management has both a reactive aspect and a proactive aspect. The reactive aspect of problem management involves responding to errors identified through incidents – both recurring and major. The proactive aspect of problem management involves identifying abnormal conditions that have not resulted in an incident but still need attention to determine what is causing the conditions and how to eliminate them. An example of this type of problem analysis would be when a business process is showing poor performance but there do not seem to be any service disruptions and the performance is not bad enough to raise an incident. A problem could be raised to investigate...