Table 15.1 Review states and metrics


The review stage is a major decision point in the problem management process. It is not explicitly part of the ITIL® process, though it is implied in the closure stage. The problem manager reviews the problem with the relevant stakeholders to agree whether it is ready for closure. The PAB is an appropriate forum to make these decisions.

If a problem is not fully resolved, the risk that it represents remains in the environment and could have further impact in the future. There are three courses of action available.

  • If the root cause has not been found, it can be referred back to ...

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