problem management

Problem management, in information technology, is a process aimed at resolving incidents and problems caused by end-user errors or IT infrastructure issues, and preventing recurrence of such incidents.

What is problem management?

Problem management is an area of IT Service Management (ITSM) aimed at resolving incidents and problems caused by end-user errors or IT infrastructure issues and preventing recurrence of such incidents.

In this context, an incident is an event that disrupts normal operation. A problem is an underlying issue that could lead to an incident.

Problem management can either be reactive (problem-solving when an error occurs) or proactive (identifying issues and potential risks before they become problematic).

See also: incident management

This was first published in September 2008

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