Problem Management
Problem management focuses on proactively identifying and eliminating the root causes of recurring incidents to prevent future disruptions. While incident management addresses immediate issues to restore services, problem management takes a more strategic approach by investigating and resolving the underlying problems that lead to incidents. Problem management principles are frequently included in wider standards pertaining to IT service management or information security management, such as ISO/IEC 20000-1 and ISO/IEC 27001.
The problem management process commences with the identification of recurring incidents or patterns, categorizing and logging them based on their nature and potential impact on services. Rigorous Root Cause Analysis (RCA) is then conducted to delve into technical, process, or organizational factors contributing to the problem. Problems are prioritized by their impact and urgency, with high-priority issues, especially those affecting critical...
