Problem Management for IT Teams

Problem vs Incident

An incident is a symptom (printer not working). A problem is the root cause (toner cartridge counterfeit, causing jams). Problem management prevents incidents from recurring.

Problem Management Process

• Detection: Identify recurring incidents (same category, same asset, same user)
• Investigation: Root cause analysis using "5 Whys" or fishbone diagram
• Workaround: Temporary fix while permanent solution is developed
• Resolution: Permanent fix implemented and tested
• Closure: Verify incidents have stopped recurring

When to Investigate

Investigate when: same issue recurs 3+ times in 30 days, same asset has 3+ tickets in 6 months, or SLA compliance drops for a specific category.