What is Problem Management

    Problem management is a process that aims to identify, analyze, and resolve the underlying causes of recurring incidents or problems in an organization's IT infrastructure or business operations. It is a critical component of IT service management (ITSM) and is designed to prevent incidents from recurring, minimize their impact on business operations, and improve the overall stability and performance of IT systems and business processes.

The problem management process typically includes the following steps:

1.    Problem Identification: 

        Identify recurring incidents or problems that are impacting the organization's operations, and which require attention from problem management. This may involve analyzing incident data, reviewing service level agreements (SLAs), or conducting trend analysis to identify patterns of recurring issues.

2.    Problem Logging: 

        Once a problem has been identified, it is recorded in a database, including details such as the incident's history, severity, and impact on business operations. This information helps to prioritize the problem and allocate appropriate resources to resolve it.

3.    Problem Categorization: 

        Problems are classified according to their nature, scope, and impact on business operations. This helps to prioritize problems and ensure that they are addressed in the most effective way possible. Common categories include critical, major, and minor problems.

4.    Problem Investigation: 

        Once a problem has been categorized, it is investigated to determine its root cause. This may involve conducting root cause analysis (RCA), trend analysis, or other investigative techniques to identify the underlying cause of the problem. The investigation process may involve collaboration between IT staff, business stakeholders, and other relevant parties.

5.    Problem Resolution: 

        Once the root cause of the problem has been identified, solutions are developed and implemented to prevent the problem from recurring. This may involve changes to IT infrastructure, systems, or processes, or changes to business practices. The resolution process may also involve collaboration between IT staff, business stakeholders, and other relevant parties.

6.    Problem Closure: 

        After the problem has been resolved, it is closed in the problem management database, and the resolution is documented. This helps to ensure that the problem does not recur in the future.

    Effective problem management requires a proactive and collaborative approach, with input from all relevant stakeholders. It also requires continuous improvement of processes, procedures, and systems to prevent problems from occurring in the first place. By focusing on identifying and resolving the underlying causes of recurring incidents, problem management helps organizations to minimize the impact of incidents, improve service quality, and increase operational efficiency.