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ITIL “Problem Management” in a Nutshell Problem Management (PM) is a component of the ITIL (Information Technology Infrastructure Library) that focuses on identifying the root causes of disruption to IT Services and corrective action that can be taken to minimize theses occurrences. A sound Problem Management function consists of the following activities: · Recording, Managing, and Escalating Problems when necessary · Reviewing past issues to identify and eliminate potential future recurrences · Identifying the Root Cause of service disruptions and recommend actions that can be taken to eliminate future occurrences · Establishing workarounds for known problems or incidents · Working closely with the Change Management component of the ITIL framework to eliminate known problems that may be associated with requested changes. The benefits of implementing a sound Problem Management process include: Minimizing service disruptions Improving/attaining service levels Increasing efficiency and productivity Improving user satisfaction Increasing the consistency of Service Delivery to clients Improved documentation and understanding of the infrastructure The Problem Management component of the ITIL framework is closely aligned with other ITIL components (Incident Management, Change Management and Availability Management). These components work as the virtual engine for operating the IT Infrastructure. |