Page 356 - ITIL® Foundation 3.15

Service desk
Event management
Incident management
Proactive
Problem Email
management
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Problem detection
Problem logging
Problem categorization
Detection and Logging
Problems could be logged from the identification that a problem exists at the service desk, event management, incident management, Proactive problem management activities, or from notification from a supplier, vendor or contractor. A problem is the unknown cause of one or more incidents. Incidents are not promoted to be problems, they are the indication that a problem may exist. Problem management determines whether the problem will be addressed based upon ROI, business or strategic needs, problem management resource availability and capacity,
or other organizational reason.
If accepted as a problem, then problem management will log the problem by
opening a problem ticket in the problem management database.
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Always...Open a Ticket