Blue Skies Unlimited - Thinking Clear Beyond the Horizon
Problem Management

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A problem is the unknown underlying cause of one or more incidents. When the root cause is determined and a workaround or permanent solution has been identified it becomes a known error. The purpose of problem management is to find the root cause of the problem (turning the problem into a known error) and develop a solution.

Best practices track both Problems and Known Errors a Configuration Management Database (CMDB). Reporting and trend analysis can be used to proactively identify and resolve problems thereby prevent incidents.

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