Problem Management

The key objectives of Problem Management (PM) are to prevent and eliminate the recurring incidents. PM includes the diagnosing causes of incidents, determining the resolution, and ensuring that a resolution is implemented. PM also manages the known errors to minimize the impact of incidents and problems.

• Provide tools to manage problems such as problem logging, identify symptom/impact, root cause analysis, tasks planning, work logging, workaround or resolution identification and closure.

• Attach files and documents to a problem record.

• Associate problem to incident request