Level (horizontal)
Incident Management
Problem Management
Description
Description
The Problem Management assists Incident Management by providing information about Problems, Known Errors, work-arounds and Quick Fixes. However, Incidents are not resolved in Problem Management. Incident Management is responsible for fast Incident resolution, while Problem Management examines and resolves causes of the Incident. Incident Management or Service Desk informs the User/Customer about the resolution of the Incident.