What is problem management

Question

Accepted Answer

Problem management is the process of identifying, analyzing, and resolving underlying causes of incidents to prevent future occurrences.

It involves investigating the root cause of incidents and finding a permanent solution
It aims to minimize the impact of incidents on business operations
It involves documenting known errors and workarounds
It requires collaboration with other ITIL processes such as Incident Management and Change Management
Example: A recurring network outage is identified as a problem and a team is assigned to investigate and find a permanent solution

Accepted Answer

Iterative Incident which are repeating again and again with same problem cause and the process to manage such repetitive incidents can be referred as PROBLEM Management.

There are many Techniques used in problem management for finding RCA (Root Cause analysis) and these are listed below :

Pareto Chart -LEAN SIX SIGMA
5 WHY Methodology -LEAN SIX SIGMA
ISHIKAWA Diagram-Lean Six Sigma
PDCA -Plan Do act and Check activity -Lean SIX SIGMA
Proactive approach-ITIL

What is problem management

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