Problem Management is the support disciple which provides the means to reduce the negative impact of IT Incidents on the operational services the business relies on to function in an effective manner.
There are two aspects of Problem Management. There is a reactive aspect beginning where Incident Management ends and seeking to prevent the recurrence of Incidents. However, there is also a proactive aspect to be considered consisting of identifying potentially 'fragile' components and targeted preventative actions which based on the 'pain factor' of problem areas.
The scope of Problem Management is wide covering problem control, error control and proactive Problem Management.
This is similar to Incident handling except the emphasis is on prevention of recurrence of the Incident where as Incident Management concentrates on a rapid restoration of normal service.
As with Incident handling tracking and monitoring run through out the life cycle with the other processes occurring sequentially
This process is concerned with the appropriate and cost justified eleimination of Known Erros which have arisen from the Problem control process.
As with Problem control tracking and monitoring run through out the life cycle with the other processes occurring sequentially
Proactive Problem Management is an activity where the emphasis is on identifying and resolving problems before an Incident occurs. This depends on the use of analysis techniques to identify weak components in the IT infrastructure and areas which take up large amounts of support resources. In both analyses the cost to the business of rectifying the fault should be balanced against the cost benefit of the Incident being prevented which to an extent is dependent on the business impact felt.
All of which enable the business to be more efficient and effective.