Operations · Service Management
Problem Management
Finding and removing the underlying causes of incidents, and managing known errors until they are resolved.
IntermediateUpdated 2026-09-01
Overview
Problem management works on patterns rather than single events: repeated incidents, near misses and chronic degradation. Techniques include timeline analysis, five whys and fault tree analysis, ending in a permanent fix or a documented known error with a workaround.
It is the practice most often skipped under pressure, and its absence is why the same incidents recur for years.