Goal of Problem Management

Main Goal is the detection of the underlying causes of an incident and their subsequent resolution and preventation.

The PM goal can be in direct conflict with the Incident Management where the goal is to restore service to the customer as quickly as possible rather than search for a permanent solution.

Two facets:

- Reactive- Support Incident Management and built on Problem Control and Error Control processes.

- Proactive- Proactive PM is focused on problem preventation, the identification and resolution of underlying Incident causes before they recur.