23.4
Problem Management
The purpose of problem management is to manage the lifecycle of all problems from first identification of incident through further investigation, documentation and its eventual resolution. Problem management seeks to minimize the adverse impact of incidents and problems on the business that are caused by underlying errors within the IT Infrastructure, and to proactively prevent recurrence of incidents related to these errors. In order to achieve this, problem management seeks to get to the root cause of incidents, document and communicate known errors and initiate actions to improve or correct the situation.
Problem management process and procedures are designed to achieve the following value to business: