IT service process
Problem Management
ITIL
Description
Referenced process
Problem Management
Description
Incident Management takes action if there is an Incident, and stops activities once the situation has been recovered. This means that the root cause of the Incident is not always uncovered, and the incident may recur.
Problem Management investigates the infrastructure and the available registrations, including the Incident Database, to identify the underlying causes of actual and potential errors in the provision of services.
First we have to identify a cause. Once the underlying cause has been identified, the Problem becomes a Known Error. A Request For Change (RFC) may then be raised to eliminate the cause. Even after that, Problem Management continues to track and monitor Known Errors in the infrastructure. For this reason, information is recorded about all identified Known Errors, their symptoms, and the solutions available.
Assessment
Assessment

Answer | Assessment question | Weighting
--- | --- | ---
Yes | Do you distinguish between incident and problem? | 2
Yes | Is there any knowledge data base for solved problems? | 2
Yes | Have you defined responsibilities for Second Level Support? | 1
Yes | Do you use the defined methods to decrease effectively number and cruelty of incident announcements? | 1