What is ITIL Problem Management?
Problem Management (PM) is one of the components in the ITIL Service Support area. The primary focus of PM is to identify causes of service issues and commission corrective work to prevent recurrences. PM processes are both reactive and proactive - reactive in solving problems in response to incidents, and proactive in identifying and solving potential incidents before they occur.
PM Activities
Problem Management (PM) activities include:
Benefits of Implementation
Why Should I Implement Problem Management?
The benefits of implementing Problem Management processes include:
Problem Management processes are closely integrated with Incident Management, Change Management, and Availability Management (AM). Although AM performs the lead role in component failure and system outage analyses, PM performs an important role in obtaining data and analyzing it in support of the studies.
Vityl Capacity Management supports Problem Management by:
- Gathering historical and real-time performance data
- Identifying performance bottlenecks before they occur
- Speeding resolution by providing drill-down capabilities to pinpoint the causes of problems
- Identifying trends to avoid performance problems
- Automatically alerting personnel before problems impact service performance
- Measuring response time for services and infrastructure components
- Providing data on components of response time in multi-tiered environments
- Identifying where bottlenecks are likely to occur
Getting Started
Take the Next Step
Read the guide:
Explore the software:
ITIL Components:
Business Relationship Management
ICT Infrastructure Management
Application Management
Security Management
Service Delivery
- Service Level Management
- Financial Management
- Capacity Management
- Availability Management
- Continuity Management
Service Support
- Incident Management
- Problem Management (current)
- Configuration Management