📖 What is Problem Management?
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
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Sensei Says:
"Problem Management prevents the bad things from happening again. It seeks the 'why' (root cause)."
📚 Certification: ITIL 4 Foundation (ITIL4-Foundation)
🔑 What are the Key Concepts of Problem Management?
- ▸ Involves three distinct phases: problem identification, problem control, and error control.
- ▸ Works closely with incident management and change enablement.
🎯 How does Problem Management appear on the ITIL4-Foundation Exam?
Questions asking which practice manages known errors.
Scenarios where recurring incidents lead to the creation of a problem record.
❓ Frequently Asked Questions
What is the difference between an incident and a problem?
An incident is an unplanned interruption; a problem is the cause of one or more incidents.
Related Terms from ITIL 4 Foundation
Current State Assessment
Release Management
Emergency Change
Known Error
Supplier Management Practice
Continual Improvement Register (CIR)