This article provides an overview of the ITIL problem management process.

Problem Management is the process of finding the root cause of one or more incidents with the goal of preventing them reoccurring, or to minimize the impact when they do. Successful problem management will reduce the number of incidents that occur, resulting in a more stable IT service with improved availability and performance.

More in-depth features include:

  1. Problem identification,
  2. Problem models,
  3. Prioritisation,
  4. Categorisation,
  5. Investigation,
  6. Diagnosis,
  7. Known errors,
  8. Corrective actions,
  9. Metrics.

It is important that there are seamless integrations between Problem Management and the Incident and Change Management processes, with competent staff with knowledge of problem solving techniques.

For more information please contact Morland-Austin at