The main functions of Problem Management are:
- To investigate the underlying causes of any real or potential anomalies in the IT service.
- To define possible solutions to anomalies.
- To put forward requests for changes (RFC) needed to re-establish quality of service.
- To carry out post-implementation reviews (PIR) to ensure that the changes have brought about the desired results without causing side effects.
Problem Management may be:
Reactive: Analysing incidents that have occurred in order to discover their causes and propose solutions to them.
Proactive: Monitoring the quality of the IT infrastructure and analysing its configuration in order to prevent incidents even before they happen.
The interactions and functionalities of Problem Management are briefly summarised in the following interactive graphic: