ITILProblemManagemen

Promblem Management:

Problem Management is process/tools which are responsible for management of all infrastructure related problem in an organization. The process involves root cause analysis and problem resolution.
The Problem Management is responsible untill the resolution is not implemented by change management and release management.

Objective of Problem Management:

• Resolution of problem
• To stop repeat incidents
• To minimize the incidents 

Difference between Proactive/Reactive Problem Management:

There are two types of Problem Management reactive and proactive:

In reactive Problem Management the incidents and problems that occurs.

Proactive Problem Management avoid/preventing incident/Problems from happening its generally a outcome of CSI (continual service improvement)

The Problem Management Process flow:

Input to Problem Management: * Incident Management,*Event Management,*Service Desk, Proactive Problem management
Problem Detection  *Service Desk may arrive incident happening due to particular problem, * Proactive Problem management may identify the problem before it occurs.
Problem Categorization It is important to categorize Problems and it is recommended that the same system is used as adopted by the Incident Management process for any particular organization. Correct and meaningful categorization will allow helpful metrics to be produced and enable proactive Problem Management to identify areas to concentrate on.
Problem Prioritization the problem should be prioritizes as per its impact and urgency below are few matrix which can  be used to prioritize the problem

• Impact of the Problem
• Urgency of the problem 
• Who raised it

The problem can be

• The occurrence of  same incidents many times
• An incident which impacts many users