problem management definition

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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