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ITSM - Vanderbilt IT

IT Service Management

Problem Management

The goal of Problem Management is to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A `problem' is an unknown underlying cause of one or more incidents, and a `known error' is a problem that is successfully diagnosed and for which a work-around has been identified. The CCTA defines problems and known errors as follows:

A problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant.

A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a Work-around.

Problem management is different from incident management. The principal purpose of problem management is the detection, resolution, and prevention of incidents; incident management records the incident.

All Problem Management News:

25-OCT-12 Problem Management Process Design Specification