Problem Management

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ITIL Version: ITIL Version 3 (ITIL V3)

Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimise the impact of incidents that cannot be prevented. Proactive Problem Management analyses Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.

Part of: Service Operation

Process Owner: Problem Manager

ITIL V3 vs. ITIL V2: Problem Management

Essentially, the activities and process objectives of the Problem Management process are identical in ITIL V2 and ITIL V3
A new sub-process "Major Problem Review" was introduced to review the solution history of major Problems in order to prevent a recurrence and learn lessons for the future

Sub-Processes of Problem Management (ITIL V3)

Problem and Error Control: Process Objective: To constantly monitor outstanding Problems with regards to their processing status, so that where necessary corrective measures may be introduced.

Problem Identification and Categorization: Process Objective: To record and prioritize the Problem with appropriate deligence, in order to facilitate a swift and effective resolution.

Problem Diagnosis and Resolution: Process Objective: To identify the underlying root cause of a Problem and initiate the most appropriate and economical Problem solution. If possible, a temporary Workaround is supplied.

Problem Closure and Evaluation: Process Objective: To ensure that - after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated.

Major Problem Review: Process Objective: To review the resolution of a Problem in order to prevent recurrence and learn any lessons for the future. Furthermore it is to be verified whether the Problems marked as closed have actually been eliminated.

Problem Management Reporting: Process Objective: To ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds.