Problem management focuses solely on resolving incidents. TRUE or FALSE? A. TRUE B. FALSE
Answer (1)
The statement 'Problem management focuses solely on resolving incidents' is FALSE.
Problem management is a key discipline within the field of IT Service Management (ITSM). It is part of frameworks like ITIL (Information Technology Infrastructure Library), which provides guidance for managing IT services.
Understanding Problem Management:
What is Problem Management?
Problem management is the process of identifying, managing, and resolving the root causes of incidents within an IT service. Its primary goal is to reduce the likelihood and impact of incidents by identifying and dealing with the underlying problems causing them.
Distinction between Incidents and Problems:
An incident is an unplanned interruption to an IT service or reduction in quality of an IT service.
A problem is the underlying cause of one or more incidents. Unlike incidents, problems are not about fixing the immediate issue but about addressing the root cause to prevent recurrence.
Key Activities in Problem Management:
Problem Identification: Proactively identifying potential problems as well as reactive identification from incidents analysis.
Problem Control: This includes analyzing the root cause of problems and documenting known errors.
Error Control: Managing known errors and preventing their recurrence by implementing solutions or workarounds.
Permanent Resolution: Implementing solutions to problems, often in coordination with change management processes.
Outcome and Benefits:
Problem management leads to a more stable IT environment with fewer repeated incidents. It enhances the quality of service and customer satisfaction by reducing the impact and recurrence of issues.
In conclusion, while problem management does address incidents, its main focus is actually on preventing incidents by resolving the underlying problems that cause them. This makes option B, FALSE, the correct choice.
