Incidon Problem Management includes the steps required to diagnose the root cause of incidents identified through the Incident management process and to determine the resolution to the problems. Problem management is also responsible for ensuring that the resolution is implemented through the appropriate procedures such as change management and release management. Problem management targets to manage the life cycle of all problems and the main purpose of this ITIL process is to prevent Incidents from happening repeatedly and to minimize the impact of incidents that cannot be prevented.
Successful Problem Management with Incidon ITSM will identify the root cause of the problems on time and provide recommendation to resolve the problem and prevent the problem happening in future . In Incidon every problem begins with an incident creation. If a an incident needs more attention and to be investigated for a problem,then a problem record can be created and the incident can be attached to it. Multiple incidents can be attached one problem record. Incidon problem management is comprehensive and is controlled by few tasks. A problem will be assigned to an agent/analyst at the time of the creation and the assigned agent will act as the problem mananger and will create ,manage and assign the necessary tasks associated with it. The tasks will begin with initial investigation/Analysis followed by root cause analysis, recommendation. If the recommendation suggests a change, a change request will be opened