Overview
While incident management focuses on restoring service quickly, problem management focuses on identifying and resolving the root cause of incidents to prevent them from recurring.
Key Activities
- Root Cause Analysis (RCA): Investigating why an incident happened.
- Trend Analysis: Identifying patterns in incidents.
- Known Error Database (KEDB): Maintaining a record of known problems and their workarounds.
Benefits
- Reduces the number of incidents over time.
- Improves service quality and reliability.
- Increases the efficiency of the service desk.