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.
ITIL Problem Management
Problem Management is structured to address the causes of incidents
which pose the greatest risk. (Negative risk) Therefore it focuses on
the heavy hitter recurring service affecting events; it doesn’t find the
root cause or permanent fix for every incident. Success is measured in
terms of what has been removed from the environment.
How many problems are identified and removed from our IT environment.
Problems which have a status of resolved and closed.
So let’s walk the process, for problem management.