Introduction to Problem Management 1. Introduction to Problem Management 2. What is Problem Management? ITIL defines Problem as “the underlying cause of one or more incidents”. Problem Management is a ITIL Process which ensures that a process is in place that identifies the root causes of problems and preventive measures are implemented. The primary objectives of Problem Management are to prevent problems from happening, to eliminate recurring incidents and to minimise the impact of incidents that cannot be prevented. 3. Benefits of Problem Mangement Improved IT Service quality Incident volume reduction Permanent solutions Improved Organizational learning Major disruptions handled more effectively 4. Problem Management Interfaces Inputs: Incident details from Incident management Any defined workarounds (from Incident Management) Outputs: Known Errors A Request For Change (RFC) An updated Problem record (inclu...