Problem Management
ITIL Process Guide for Root Cause Analysis
Problem Management Objective
Prevent incidents from occurring and minimize the impact of incidents that cannot be prevented by identifying and eliminating root causes of recurring issues and systemic weaknesses.
Problem Management Approaches
Reactive Problem Management
Analyzing incidents after they occur to identify patterns and root causes.
- • Incident trend analysis
- • Root cause investigation
- • Known error database updates
- • Workaround development
Proactive Problem Management
Monitoring trends and data to identify potential issues before they cause incidents.
- • Performance monitoring
- • Trend analysis
- • Risk assessment
- • Preventive measures