Problem Management (PM) (ITILv3):    [Service Operation] The Process responsible for managing the Lifecycle of all Problems. The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented.

See also: TBD

Problem Management (PM) (ITILv2):    The Service Management process that encompasses Problem Control. Error Control and the production of Management Information. Problem Management is a process that identifies the root cause of defects, actual and potential. The primary objective is to make sure services are stable, timely and accurate and that Problems neither occur nor recur. Process maturity is denoted by its ability to focus on problem prevention.

See also: Proactive Problem Management, Problem Classification, Problem Record, Problem Report, Service Desk


Some portions © Crown Copyright with Value Added Product Status.