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Problem Management


Best Practice according to ITIL® and ISO 20000


Problem Management in ITSM

  • solves as fast as possible (at least according to agreed service levels) all problems and monitors the effectivity of the implemented solution

  • prevents proactively the reoccurrence of incidents based upon underlying problems taking into account data of Incident Management and problem suspicions

  • minimizes the effects of incidents that can not be avoided.


Problem Management is part of Service Operation


Processes of ITSM Problem Management in detail


Process in the ITSM Process Library   Expected process result
Problem Registration   Registration, documentation and categorization respective prioritizing of problems and triggering of the problem resolution
Problem Resolution   Detection and elimination of the causes for the problem, as far as necessary provision of workarounds
Problem Tracking and Closure   Monitoring of the problem solution and documentation of causes and corrective actions and formal closing
Review of Major Problems   Analysis of Major Problems and definition of preventive activities against reocurrence of Major Problems
Problem Reporting   Reporting and provision of information about the problem occurrences

Main information flows and interfaces of ITSM Problem Management

Main information flows and interfaces of ITSM Problem Management according to ITIL® and ISO 20000

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(Documents within information flows only visible in our ITSM Process Collections)


Responsible roles of Problem Management

Problem Manager


Performance indicators of Problem Management

KPIs of Problem Management

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Last update 2023-05-30