Problem Management

1 WHAT IS PROBLEM MANAGEMENT?

So what is problem management and what does it aim to achieve? And how is it different from incident management?

OBJECTIVES

This is what ITIL Service Operation (Cabinet Office, 2011, page 97) says problem management is all about:

• Prevent problems and resulting incidents from happening.
• Eliminate recurring incidents.
• Minimise the impact of incidents that cannot be prevented.

In other words, problem management is about improving stability across platforms. There is quite a lot of excellent guidance in the problem management section of the 2011 edition of the ITIL Service Operation book. The chapter is only about ...