Parent Process Reference Framework: ITIL
Life Cycle: Service Operation
In ITIL terminology, “problem” refers to one or more related incidents for which root cause is yet to be identified.
The primary objective of ITIL Problem Management Process is to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented.
Some other important objectives of this process are as follows:
- Find the root cause of any problem.
- Resolve all problems as fast as possible (at least according to agreed service levels) and monitor the effectiveness of the implemented solution.
- Proactively prevent the reoccurrence of incidents based upon underlying problems, taking into account data of Incident Management and problem suspicions.
- Maintain information about problems and the appropriate workarounds and resolutions.
- Establishing a channel for users to request and receive standard services.
- Helping users and customers to know about the availability of services and the procedure for obtaining them.
- Maintain user and customer satisfaction through efficient and professional handling of all service requests.
- Assist Users and customers with general information, complaints or comments.
SFIA includes a specific skill Problem Management.
ITIL Foundations training
Kepner-Tregoe – Problem Solving and Decision Making
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