What Problem Management aims:

Identifies and resolves the root cause of incidents. Takes a proactive approach to avoidance or identification of root cause of ICT problems. Deploys a knowledge system based on recurrence of common errors. Resolves or escalates incidents. Optimises system or component performance.

Being able to identifying and solve the root cause of an incident is essential in order to avoid the incident to occur again. In addition to adequate technical skills, an appropriate process should be in place to ensure the problem is  effectively and efficiently managed. This LU provides the widely accepted terminology, process structure, roles and responsibilities according to IT Problem Management best practices, and addresses the organisation's environment components and procedures.

A variety of tools and techniques are available for identifying and solving IT problems. This LU provides an overview of the tool types and their common functionalities, suggesting how they can be effectively used in relation with the problem type and symptoms.

Finding the root cause of a problem and solving it is not always a matter of technical skills and tools only. General problem solving methods and techniques can be used in order to follow a rational approach in uncertain complex situations.

Problem management process is critical when a service disruption occurs, it has therefore to be designed, monitored, and optimized. This LU provides guidelines on structuring the process and allocating resources based on risk management principles, monitoring the process performance indicators, and evaluate trends in order to anticipate possible incidents and problems.