This is the blog of Ronald Bartels that wanders on and off the subject of problem management (that is how it started), but it is best described by Ray who says this is Daddy's thoughts! Like the best music is from the Eighties and a wee dram helps in solving most inconveniences.
The Expanded Incident Lifecycle (diagram of times)
This life cycle is the crucial link between incidents and problems as the trending of these times can highlight problems associated with insufficient workarounds plus time to detect, diagnose, repair, restore and recover. Many vendors hard sell monitoring tools which only address time to detect. The expanded incident life cycle justifies where to wisely make your investment.
The ITIL process has relevance to the Major Incident Process (MIP) discussed here.