Problem Management

 Problem Management is a tool for correcting and minimizing the adverse impact from problems caused by errors within the IT infrastructure and for preventing recurrence of incidents related to these errors.Problem Management seeks to get to the root cause of the incidents and then initiate actions to improve or correct the situation. “The problem begins where the incident ends”. A problem is the unknown cause of one or more incidents. The Incident ends when the customers are able to carry on with their job, regardless of whether or not the underlying cause of the incident has been resolved. At this time the agent raises a problem so that the underlying cause of the incident could be found and eliminated so that it will never occur again.

The following activities are included in order to resolve problems:

• Identification and Classification – identification of a problem and notification of the appropriate support structure that there is a problem
• Review – collection, analysis, and correlation of the information
• Investigation and Diagnosis – identification and isolation the cause of the problem
• Resolution and Recovery- implementation and verification of solutions, and notification of the affected clients
• Closure – confirmation from the customer that he is satisfied

Problem Management improves the quality of the IT services by monitoring, documenting and eliminating errors in the IT infrastructure, reducing the number of incidents, using abiding solutions.