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Understanding Problem Management Process

Problem Management is a process aimed at identifying and eliminating the root causes of incidents to prevent their recurrence and minimize business impact. It focuses on long-term resolutions, contrasting with Incident Management's goal of quick service restoration. Key activities include problem detection, logging, categorization, investigation, and closure.

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4 views1 page

Understanding Problem Management Process

Problem Management is a process aimed at identifying and eliminating the root causes of incidents to prevent their recurrence and minimize business impact. It focuses on long-term resolutions, contrasting with Incident Management's goal of quick service restoration. Key activities include problem detection, logging, categorization, investigation, and closure.

Uploaded by

harshabvh123
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as TXT, PDF, TXT or read online on Scribd

What Is Problem Management?

Problem Management is the process of identifying, analyzing, and eliminating the


root cause of incidents to prevent recurrence and minimize business impact.

Goal: Reduce the number and severity of incidents by finding and fixing underlying
problems.

Focus: Long-term resolution and prevention — not just restoring service quickly
(that’s Incident Management’s job).

Difference Between Incident and Problem Management


Aspect Incident Management Problem Management
Goal Restore normal service ASAP Identify and eliminate root cause
Focus User impact & quick fix Analysis & prevention
Timeframe Reactive & short-term Proactive & long-term
Example Restarting a crashed app Fixing the memory leak causing app
crashes
Types of Problem Management
Type Description Example
Reactive Problem Management Triggered after one or more incidents occur
Investigating repeated server outages
Proactive Problem Management Identifies issues before they cause incidents
Analyzing performance logs to find trends
Major Problem Review Root cause review after high-impact incidents Conducting a
postmortem for a system-wide outage
Core Problem Management Activities
Phase Activities
1. Problem Detection Identify recurring incidents or patterns from monitoring
tools, trend analysis, or user reports.
2. Problem Logging Record problems in a Problem Record (in ServiceNow, Remedy,
Jira, etc.) with full details and links to related incidents.
3. Problem Categorization & Prioritization Classify based on impact, urgency,
and frequency.
4. Problem Investigation & Diagnosis Perform root cause analysis (RCA) using
structured techniques (below).
5. Workarounds & Known Errors Develop and document temporary fixes while permanent
solutions are being worked on.
6. Error Control Track and resolve known errors through to permanent resolution.
7. Problem Closure Verify successful fix, update the knowledge base, and close
the record.

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