Problem Management

Problem management goes beyond incident management by focusing on why incidents happen rather than just fixing them. It operates in two modes: reactive (analysing incidents after they occur) and proactive (identifying potential problems before they cause incidents). Key activities include problem identification, problem control (root cause analysis), and error control (managing known errors and workarounds). The known error database (KEDB) is a critical output that helps the service desk resolve future incidents faster. In ITIL® 5, problem management is closely linked to continual improvement, as recurring problems often signal opportunities for systemic enhancement.