Problem Management :

Purely proactive in nature, this process is focused on reducing the number of incidents occurring in the production environment by addressing the root causes of failures (based on closed incidents). It also includes on-going trend analysis and known error control, concerned with ensuring that long-term solutions addressing root causes are implemented. This process is closely tied to Incident Management, as it operates in part on the closed incidents generated by the Help desk, as well as informing other processes about potential problems with the infrastructure.