Answer:
Problem management is the service management which aims to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents.
Explanation:
The goal of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of problems and managing alternatives and known failures. Issues related to Incidents, but it is important to distinguish them in how they are handled:
• Incidents impact users or business processes, and must be resolved prior to business activity. normal can happen.
• Problems are the cause of problems, so they require investigation and analysis to determine the cause, develop alternatives, and recommend a more permanent solution. This decreases the number and influence of future incidents.
Problem management consists of three different steps:
1. Problem identification: Identify the problem by performing trend analysis of incident records, detect duplicate and repeat issues, when handling manage major incidents, identify the risk of problems reoccurring, by analyzing information received from suppliers. and partners, by analyzing information received from internal software developers, test teams, and project teams.
2. Problem control: Problem control activities include problem analysis and documentation of alternatives and known defects. Similar to incidents, issues will be prioritized based on the risk they present in terms of likelihood of occurrence and impact on service. Focus should be on the issues that pose the greatest risk to service and service management.
3. Error checking: Error checking activities manage known errors and can help identify potential permanent solutions. When a permanent solution requires change control, it needs to be analyzed from a cost, risk and benefit perspective.