What Does Problem Management Involve?

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What Does Problem Management Involve?
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What is Problem Management?

Problem Management can be defined as a series of processes, campaigns, and tools used to reduce the incidents of problems caused by IT services. Problem management's major goal is to keep problems from occurring again in the future.  

For the incidents that have already occurred, problem management focuses on not repeating them or, if they are unavoidable, minimizing their impact on the organization.  

Identifying problems properly helps gain a clearer understanding of the problem in the present scenario. defines problems as a sum of several major or minor incidents.  

Moreover, a problem can be thought of as a primary condition that can negatively impact the service. Therefore it needs to be evaluated from the ground up.  

All the problems go through a different life cycle, which starts whenever any problem is generated and comprises different development stages, verifications, and rectifying. The problem is solved once the primary issue is corrected, either by taking any action or catching the error.  

Phases of any Problem Management

  1. Problem Recognition: Problem Recognition schemes and log problems by
    · Executing trend analysis of various recent records
    · Observing repetitive issues
    · During an extreme incident, managements recognizing a threat that can recur during an event
    · Examining data received from central software builders, test teams and project associates

  2. Problem Supervising: Problem supervision activities include problem analysis and documentation of loopholes and errors. Problems are categorized based on their risk and effects on services. A higher priority should be given to issues that pose the biggest risk to services and service management.

  3. Error Administration: Error Administrative activities handle standard errors and may allow the recognition of many permanent solutions. When persistent solutions need change control, this needs to be evaluated from the point-of-view of costing and threats advantages.
    Error Administration also systematically re-evaluate the condition of identified errors that have not been cleared, taking results of the full effect on employees or service availability, the complete costing of various solutions, and the potency of loopholes.

Problem Management Processes defines problem management as a core element of the service management framework, closely linked with incident management, change management, and rapid service improvement. classifies problem management into the following sub-operations:  

  • Proactive recognition of problems: Accurately identifying and eliminating problems as they arise cannot recur or Identify the loopholes to prevent future incidents.

  • Problem Analysis and Solutions: Evaluating the root cause of any problem and initiating the most appropriate solution for it.

  • Problem and error management: Improving total access to service by recognizing daily problems and eliminating them can prevent future incidents from occurring again.

  • Problem closure and assessment: After the problem is addressed, a problem analysis report presents complete information and data about the problem, and knowledge records are updated to prevent any future problems from occurring.

  • Critical Problem Evaluation: Evaluating any large problem to determine if it is solved, what lessons have been learned, and whether any preventive actions are necessary to prevent another recurrence.

  • Problem Management Outlining: Notify other service management processes and IT management about the current problems, status, and current workarounds.


It might take several incidents before problem management assembles enough data to examine the root cause of the problem and create solutions to resolve it in the shortest time possible. Therefore, communication and cooperation between different incident managers and problem managers are essential.  

Problem management is one of the important parts of IT Service Management. It utilizes the learnings from observation, incident management, and other areas of the service operations and directs them into rapid service improvement processes that make your services stronger, more reliable, and trustworthy for the employees.

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