Problem Management« Go back
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.