ITSM Problem Management

The goal of 'Problem Management' is to resolve cause of incidents and to prevent their recurrence.

Process Activities

• Person in charge diagnoses incident and possible root causes
  
• Person in charge takes measures to prevent recurrence of incident.

Process Input

• Incident
  
• ITSM Configuration Management provides information about related objects (software, hardware, machines, etc.)

Process Output 

• Updated ITSM Configuration Management
• In more complex cases evaluation might lead to the initiation of a project
  

Process Support by ]po[

The following ]po[ packages provide support for this process:

• Service Management provides information about incidents.  
  
• ITSM Configuration Management provides information about related objects (software, hardware, machines, etc.)
  

Process Performance Indicators

• Number of recurrences of incident