PURPOSE AND OBJECTIVES
The objectives of problem management are:
• to prevent problems and resulting incidents from occurring;
• to stop repeat incidents happening;
• to mitigate and reduce the adverse impact of incidents that cannot be
prevented.
Problem management, like most processes, has reactive and proactive aspects. From a reactive perspective, the purpose of the process is to manage the lifecycle of problems from identification to elimination by determining the root cause and then applying the necessary change(s) to prevent recurrence. From a proactive perspective, the purpose of the process is to prevent future incidents wherever possible or reduce the impact of those incidents that can’t be prevented.