What is Problem Management…

At CCL we have provided resolutions of problems that have happened or occurred when we have worked with customers. 

Our main objectives is to make sure to resolve problems which will results incidents from happening again, as well as to eliminate recurring incidents. 

As part of Problem Management processes we would diagnose the root cause of incidents identified through the incident management process, and then determine the right resolution to those problems to make sure that the issues does not occur again.  It will the our responsible to ensure that the resolution is implemented through the appropriate control procedures, i.e. Change Management and Release Management 

Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen in an IT service. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. The Information Technology Infrastructure Library defines a problem as the cause of one or more incidents.