What does ITIL Problem Management Do?
The ultimate goal of problem management is to figure out what might be the cause of problems and prevent them from developing. In other words, problem management is the prevention to problems. While there are other departments, such as incident management, that deal with the customers and returning the service to normal, problem management focuses on finding ways to prevent a problem from occurring to begin with. By applying preventative measures, an IT organization can ensure that their products stay complete for longer. To break up the work, problem management divides things into two categories. The first is the problem which is an unknown cause of incidents. The cause is unknown, but there is an incident that needs to be resolved. Therefore, the problem in this case is what incident and its causes. The second category is the known error. This is a problem that has been diagnosed. Now that the department knows what is causing the problem and what the problem is specifically, they can
