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Problem Management > Process
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Problem Management

Process

The main activities involved in Problem Management are:

Problem Control: this is responsible for logging and classifying problems to determine their causes and turn them into known errors.

Error control: records known errors and proposes solutions to them by means of RFCs which are sent to Change Management. It also conducts Post-Implementation Review of these changes in close collaboration with Change Management.

When the structure of the organisation allows, it carries out Proactive Problem Management to help detect problems even before they manifest themselves by causing a degradation to quality of service.

The diagram below shows the processes involved in correct Problem Management:

Note: using the buttons on the graphic you can access more detailed information about the interrelationships with other IT processes

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