Page 350 - ITIL® Foundation 3.15

Problem Management Process
The Problem management process is responsible for controlling and managing all of the activities required to deal with diagnosing the root cause of problems, then identifying how those root causes could be removed from the IT environment. By removing root causes, incidents that would occur as a result of those root causes, now will not occur. Stopping future incidents is one of the goals of problem management. If problem management is not able to remove the root cause, they then have a goal
Problem Management Process
of minimizing the impact of those incidents that will continue to occur. This minimization takes the form of helping incident management find better workarounds to allow the restoration of service faster than it would be restored without these better workarounds.
Objectives
• Prevent problems and resulting incidents from happening • Eliminate recurring incidents
• Minimize the impact of incidents that cannot be prevented
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