"The primary goal of problem management is to reduce adverse impacts caused by incidents and to avoid the recurrence of problems related to these incidents."

Consider a scenario where a "wi-fi not connecting" incident is reported. The technician suggests basic troubleshooting tips to resolve the issue. However, over a period of time, the incident occurs again and again. To eliminate this issue permanently, the root cause of the incident is to be found and resolved. A problem involving a group of incidents should be created for this purpose and assigned to an appropriate technician.



Eliminate root cause; avoid déjà vu

Rules of engagement for Problem management:

1. Root cause is unknown.
2. Multiple incidents involving the same issue.
3. Common Symptoms.
4. Known Error with a possible workaround.