Simple definition
Problem management investigates the underlying causes of incidents and drives corrective actions to prevent their recurrence.
Purpose and use
Problem management investigates actual or potential incident causes to reduce recurrence and impact.
How does it work?
It can follow a major incident, recurring trend or proactive analysis and document workarounds and lasting actions.
Example and verification
For a tracked problem, identify related incidents, tested hypotheses and criteria demonstrating an effective correction.
Points to watch
Correlation is not causation. Restarting a service can restore use without explaining why it stopped.
In short
The practice connects analysis with measurable actions and knowledge reusable by support teams.