Service management - Process
Problem management
Finding and addressing the underlying causes of recurring or serious technology problems
What's it for?
Stops the same serious problems returning by finding and fixing their underlying causes.
For example…
The same VPN drop happens weekly; problem management traces it to a faulty concentrator and schedules replacement
Problem management notices the same payment timeout has caused five incidents, investigates the underlying database issue and drives a permanent fix
Think of it like…
Treating a damp patch by fixing the roof leak, not just wiping the wall every time it rains