The core principle of problem management, as delineated in ISO 20000-1:2018, is to identify and address the underlying causes of incidents, thereby preventing their recurrence. This involves a systematic approach to analyzing incidents, identifying root causes, and implementing permanent solutions or workarounds. The objective is not merely to resolve individual incidents but to improve the overall stability and availability of services. When multiple incidents share common symptoms or point to a single underlying issue, a problem record is created. The process then focuses on investigating this problem to determine its root cause. Once the root cause is identified, appropriate actions are planned and executed. These actions could involve a change to a configuration item, an update to documentation, or a modification to a process. The effectiveness of problem management is measured by its ability to reduce the number of recurring incidents and the impact of those that cannot be immediately resolved. Therefore, the most appropriate action following the identification of a root cause for multiple recurring incidents is to implement a permanent solution or an approved workaround, which directly addresses the underlying issue and aligns with the proactive nature of problem management.

The core principle guiding the Problem Manager’s response to recurring incidents, as per ISO 20000-1:2018, is to identify and address the underlying cause to prevent future occurrences. This involves a systematic approach to problem analysis. When multiple incidents share common symptoms, the Problem Manager’s primary objective is to establish a definitive root cause. This is achieved through rigorous investigation, which may involve analyzing incident logs, system configurations, change records, and potentially conducting further diagnostic tests. The goal is not merely to find a workaround, but to implement a permanent solution that eliminates the root cause. While documenting workarounds is a necessary part of incident management and can be a temporary measure, the Problem Manager’s mandate extends beyond this to proactive prevention. Similarly, escalating to a supplier is a potential action, but it presumes that the Problem Manager has already conducted sufficient analysis to identify the supplier’s component or service as the likely source of the problem. The most effective and compliant approach is to focus on the root cause analysis itself, which is the foundational activity for preventing recurrence. Therefore, the most appropriate action is to conduct a thorough root cause analysis of the recurring incidents.

The core principle of problem management, as defined by ISO 20000-1:2018, is to minimize the impact of incidents and prevent recurrence of known errors. This involves identifying the underlying cause of one or more incidents and then initiating actions to resolve the problem. The process aims to achieve this by:
1. **Detecting and logging problems:** This involves identifying potential problems from various sources, including incident reports, trend analysis, and proactive monitoring.
2. **Categorizing and prioritizing problems:** Problems are classified based on their impact and urgency to ensure that the most critical issues are addressed first.
3. **Investigating and diagnosing problems:** This is the crucial step where the root cause of the problem is identified. This often involves detailed analysis, testing, and collaboration with other IT service management processes.
4. **Identifying a workaround:** If a permanent solution is not immediately available, a temporary workaround is documented and communicated to users to mitigate the impact of the problem.
5. **Resolving the problem:** Once the root cause is identified, a permanent solution is developed and implemented, often through a change request.
6. **Closing the problem record:** After the solution has been verified and implemented, the problem record is closed.

The question focuses on the critical distinction between a problem and an incident. An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. A problem, on the other hand, is the unknown underlying cause of one or more incidents. Therefore, the primary objective of problem management is not to resolve the immediate disruption (which is the role of incident management) but to find and eliminate the root cause of recurring or significant incidents. The correct approach involves systematically investigating the underlying cause of incidents to prevent future occurrences, rather than simply restoring service. This proactive and analytical approach is fundamental to reducing the overall number and impact of incidents.

The core principle of problem management, as defined by ISO 20000-1:2018, is to minimize the impact of incidents and prevent recurrence of known errors. This involves identifying the underlying cause of one or more incidents and then initiating actions to resolve the problem or reduce the likelihood of future incidents. The process is not solely about fixing the immediate symptom of an incident, nor is it about the reactive management of individual incidents. It is a proactive and analytical approach. Identifying the root cause is paramount to preventing future occurrences. Therefore, the most effective approach to problem management, in line with the standard’s intent, is to focus on the systematic identification and elimination of root causes of recurring or significant incidents. This ensures that the IT service management system becomes more stable and reliable over time, directly contributing to the overall availability and quality of services. This aligns with the standard’s emphasis on continuous improvement and the reduction of the overall number of incidents.

The core of effective problem management, as outlined in ISO 20000-1:2018, lies in understanding the root cause of incidents and preventing their recurrence. When a recurring incident, such as intermittent network connectivity issues affecting the customer portal, is identified, the problem management process is initiated. The primary objective is not merely to resolve the immediate incident but to identify the underlying cause. This involves a systematic investigation, which may include analyzing incident logs, network traffic data, system configurations, and potentially engaging with service component owners. The goal is to pinpoint the single, underlying reason for the repeated failures. Once the root cause is identified, a workaround may be implemented to mitigate the impact of the problem while a permanent solution is developed and deployed. The process emphasizes documentation of the problem, its root cause, and the implemented solution. Therefore, the most crucial step in addressing a recurring incident within the problem management framework is the identification and documentation of the root cause. This forms the basis for preventing future occurrences and improving overall service stability. Without this foundational step, subsequent actions would be reactive and unlikely to resolve the systemic issue.

The core of effective problem management, as delineated by ISO 20000-1:2018, lies in its proactive and reactive capabilities. When a problem is identified, the primary objective is to determine its underlying cause. This involves a systematic investigation, often employing techniques like root cause analysis (RCA). The goal is not merely to resolve the immediate incident, but to prevent recurrence. Therefore, the most critical step after identifying a problem is to initiate an investigation to find the root cause. This investigation should be documented, and the findings used to implement permanent solutions or workarounds. The subsequent steps, such as implementing a change to fix the root cause or updating the knowledge base, are contingent upon successfully identifying that cause. While monitoring and reporting are essential for overall service management, they are not the immediate, most critical action following problem identification. Similarly, classifying the problem is a precursor to investigation, but the investigation itself is the crucial step to address the problem’s origin.

The core principle of problem management, as defined by ISO 20000-1:2018, is to identify and address the underlying causes of incidents and to prevent recurrence. This involves not just resolving individual incidents but also understanding the systemic issues that lead to them. When a recurring incident pattern is identified, the problem manager’s primary objective is to find a permanent solution or a workaround that minimizes the impact on services. The process of problem management includes classifying problems, prioritizing them based on impact and urgency, investigating their root causes, and implementing solutions. The effectiveness of problem management is measured by its ability to reduce the number and impact of incidents. Therefore, focusing on the underlying cause to prevent future occurrences aligns directly with the objectives of the problem management process as outlined in the standard. The other options describe activities that are either part of incident management (e.g., restoring service quickly) or are secondary to the primary goal of root cause analysis and prevention in problem management.

The core of effective problem management, as defined by ISO 20000-1:2018, lies in preventing future incidents by identifying and addressing the underlying causes of recurring or significant incidents. This involves a systematic approach to analyzing incidents, identifying root causes, and implementing permanent solutions. The process aims to reduce the number and impact of incidents on services. When a problem is identified, the initial step is to record it and categorize it appropriately. Subsequent actions involve investigation and diagnosis to determine the root cause. Once the root cause is identified, a workaround may be implemented if a permanent solution is not immediately available. The ultimate goal is to implement a permanent fix, which is then managed through the change management process. The effectiveness of problem management is measured by its ability to reduce the number of incidents and improve service availability and quality. Therefore, the most critical aspect is the systematic identification and resolution of underlying causes.

The core of problem management, as defined by ISO 20000-1:2018, is to identify and eliminate the root cause(s) of incidents and minimize the impact of unavoidable incidents that cannot be prevented. This involves a systematic approach to analyzing incidents, identifying recurring patterns, and determining underlying causes. The process aims to prevent recurrence by implementing permanent solutions or workarounds. A key aspect is the proactive identification of potential problems through trend analysis of incidents and other service management data. When a problem is identified, it needs to be logged, categorized, prioritized, and investigated. The investigation phase is crucial for root cause analysis (RCA). Once the root cause is identified, a solution or workaround is developed and tested. The implementation of this solution is then managed through the change management process. The ultimate goal is to improve service availability and reduce the number of incidents. Therefore, the most effective approach to address a recurring incident pattern that has not yet been formally identified as a problem is to initiate the problem management process by logging it as a new problem. This ensures it is formally tracked, investigated, and a root cause analysis can be performed, leading to a permanent resolution and preventing future occurrences. Other options, such as solely relying on incident resolution, updating knowledge bases without root cause analysis, or escalating without formal problem logging, do not guarantee a systematic approach to eliminating the underlying cause.

The core of problem management, as defined by ISO 20000-1:2018, is to identify the root cause of recurring incidents and to initiate actions to eliminate or reduce them. This involves not just fixing the immediate symptom but understanding the underlying systemic issue. When a problem is identified, the process requires investigation and diagnosis to determine the root cause. Once the root cause is known, a workaround or a permanent solution can be implemented. A permanent solution typically involves a change to the service or configuration item, which then needs to be managed through the change management process. The objective is to prevent future incidents by addressing the fundamental reason for their occurrence. This proactive approach distinguishes problem management from incident management, which focuses on restoring service as quickly as possible. Therefore, the most critical step in the problem management lifecycle, after identifying a problem, is the systematic investigation and diagnosis to uncover the root cause. This allows for the development of effective and lasting solutions.

The core of problem management within ISO 20000-1:2018 is to identify and eliminate the root cause of recurring incidents and to minimize the impact of unavoidable incidents. This involves a systematic approach to analyzing incidents, identifying underlying problems, and implementing permanent solutions. The process is designed to prevent future incidents by addressing their root causes. The question probes the understanding of the primary objective of problem management. The correct approach focuses on the proactive elimination of root causes and the reduction of incident impact. Other options might describe aspects of incident management, change management, or a less comprehensive view of problem management, such as merely documenting known errors without necessarily driving towards their resolution or preventing recurrence. The emphasis in ISO 20000-1:2018 is on proactive prevention and reduction of impact, which is best captured by eliminating root causes and minimizing the effect of unavoidable issues.

The core of effective problem management, as defined by ISO 20000-1:2018, lies in identifying and addressing the underlying causes of incidents. When multiple incidents share a common root cause, the process of problem identification and analysis becomes paramount. The objective is not merely to resolve individual incidents but to prevent their recurrence by eliminating the root cause. This involves a systematic approach to gathering information about recurring incidents, analyzing patterns, and determining the most probable underlying cause. Once identified, a workaround may be implemented to restore service quickly, but the ultimate goal is to implement a permanent solution, often through a change request, to eradicate the root cause. The effectiveness of problem management is measured by its ability to reduce the number and impact of incidents. Therefore, focusing on the proactive identification and resolution of root causes, rather than just managing individual incidents, is the most critical aspect. This aligns with the standard’s emphasis on continuous improvement and service resilience.

The core of problem management in ISO 20000-1:2018 is to identify and eliminate the root cause of incidents and to prevent recurrence. This involves analyzing incident data, identifying trends, and investigating recurring or major incidents. The process aims to reduce the number and impact of incidents by finding and addressing their underlying causes. When a problem is identified, the process requires documenting its known errors, workarounds, and ultimately, the permanent solution. The effectiveness of problem management is measured by its ability to reduce incident volume and impact, improve service availability, and enhance customer satisfaction. A key aspect is the proactive identification of potential problems before they manifest as incidents. This requires a systematic approach to analyzing incident data, service performance metrics, and user feedback. The objective is not merely to resolve individual incidents but to understand the systemic issues that lead to them. Therefore, the most appropriate action for a Problem Manager when faced with a recurring incident that has already had a workaround applied is to initiate a formal problem investigation to identify and resolve the root cause. This aligns with the proactive and preventative nature of effective problem management as defined by the standard.

The core of effective problem management, as defined by ISO 20000-1:2018, lies in identifying and addressing the underlying causes of incidents. When multiple recurring incidents point to a single root cause, the problem management process dictates that a formal problem record should be created. This record serves as the central repository for all information related to the problem, including its symptoms, known errors, workarounds, and the ultimate resolution. The objective is to prevent future incidents by eliminating or mitigating the root cause. The process involves investigation, diagnosis, and the development of a permanent solution, which is then typically managed through the change management process. The identification of a recurring pattern of incidents, such as the repeated failure of the ‘Xylo’ authentication service, is a clear trigger for initiating problem investigation. The absence of a known error or workaround for this specific recurring failure necessitates a proactive approach to determine the root cause. Therefore, creating a problem record to formally track and manage the investigation and resolution of the ‘Xylo’ authentication service failures is the most appropriate action according to the standard. This ensures that the issue is not merely patched with temporary workarounds but is systematically resolved to improve service stability.

The core principle guiding the Problem Manager’s actions in identifying the root cause of recurring incidents, as mandated by ISO 20000-1:2018, is to move beyond symptomatic fixes. This involves a systematic investigation that prioritizes understanding the underlying defect or flaw in the service or its components. While understanding the impact on the business and ensuring service availability are crucial, they are outcomes of effective problem management, not the primary driver for root cause analysis itself. Similarly, documenting all known errors is a necessary output of the process, but the fundamental objective of problem management is to eliminate the root cause to prevent recurrence. Therefore, the most accurate representation of the Problem Manager’s primary objective in this context is to identify the underlying defect causing the recurring incidents.

The core principle of problem management, as defined by ISO 20000-1:2018, is to identify and address the underlying causes of incidents and to prevent recurrence. This involves not just resolving individual incidents but also understanding the systemic issues that lead to them. When a problem is identified, the process dictates that its root cause should be investigated. Once the root cause is determined, a workaround may be implemented to mitigate the immediate impact of the problem, and a known error record should be created. The ultimate goal is to find a permanent solution, which is typically achieved through the change management process. Therefore, the most appropriate next step after identifying the root cause and potentially implementing a workaround is to initiate the process for a permanent fix. This aligns with the proactive and preventative nature of effective problem management, aiming to reduce the number and impact of future incidents. The creation of a known error record is a crucial part of this, ensuring that support staff are aware of the issue and its workaround, but it is a supporting activity to the ultimate goal of resolution.

The core of problem management within ISO 20000-1:2018 is to identify and eliminate the root cause of recurring incidents and minimize the impact of unavoidable incidents. This involves a systematic approach to analyzing incidents, identifying underlying problems, and implementing permanent solutions. The process aims to prevent incidents from happening in the first place or to reduce their frequency and impact. A key aspect is the creation and maintenance of a knowledge base that documents known errors and their workarounds, which aids in faster incident resolution and informs problem resolution activities. The objective is not merely to resolve individual incidents but to address the systemic issues that cause them. This proactive stance contributes significantly to service availability and user satisfaction. The effectiveness of problem management is measured by its ability to reduce the number of incidents, improve first-time fix rates, and enhance the overall stability of services.

The core principle of problem management, as outlined in ISO 20000-1:2018, is to identify and address the underlying causes of incidents and to prevent recurrence. When a problem is identified, the initial step is to gather all relevant information, including incident logs, error messages, and user reports. This data is then analyzed to determine the most probable cause. Once a potential root cause is identified, a workaround or a permanent solution is developed. The effectiveness of the workaround is crucial for minimizing the impact of recurring incidents while the permanent solution is being implemented. A permanent solution typically involves changes to the service or its components, which must be managed through the change management process. The problem management record should be updated to reflect the identified root cause, the implemented workaround, and the plan for the permanent solution. The final step involves verifying that the permanent solution has resolved the problem and prevented further incidents. Therefore, the most appropriate action to take immediately after identifying a potential root cause for a recurring incident is to develop and implement a workaround to mitigate the immediate impact.

The core of the Problem Management process, as defined by ISO 20000-1:2018, is to identify and eliminate the root causes of incidents and minimize the impact of unavoidable incidents that cannot be prevented. This involves not just fixing individual incidents but understanding the underlying systemic issues. The process aims to prevent recurrence. When a problem is identified, the first step is to gather all relevant information about the incident(s) associated with it. This includes incident logs, error messages, user reports, and any diagnostic data. The next crucial step is to analyze this information to determine the root cause. This analysis might involve techniques like the “5 Whys,” Ishikawa diagrams, or fault tree analysis. Once the root cause is identified, a workaround or a permanent solution is developed. A workaround is a temporary measure to reduce the impact of a problem when the root cause cannot be immediately resolved. A permanent solution aims to eliminate the root cause entirely, often requiring changes to the service or its components. Documenting the problem, its root cause, and the implemented solution (whether a workaround or permanent fix) is essential for knowledge sharing and future reference. The Problem Management process also includes reviewing the effectiveness of implemented solutions and closing the problem record. The emphasis is on proactive identification and resolution of underlying issues, thereby improving service stability and availability. The process is iterative and relies on continuous improvement.

The core principle of problem management, as defined by ISO 20000-1:2018, is to identify and address the underlying causes of incidents and to prevent recurrence. This involves a systematic approach to analyzing incidents, identifying root causes, and implementing permanent solutions or workarounds. When multiple incidents share a common underlying cause, the problem management process aims to consolidate these into a single problem record. The objective is not merely to resolve individual incidents but to eliminate the root cause to improve service stability and reduce the overall number of incidents. Therefore, the most effective approach to managing a situation where several distinct incidents are reported, all exhibiting similar symptoms and potentially stemming from a single, unidentified source, is to initiate a new problem investigation. This investigation will focus on diagnosing the commonality, identifying the root cause, and subsequently developing and implementing a permanent solution. This proactive stance aligns with the standard’s emphasis on continuous improvement and minimizing the impact of service disruptions. Other approaches, such as simply resolving each incident individually without investigating the underlying cause, or focusing solely on workarounds without a plan for permanent resolution, would fail to address the systemic issue and would likely lead to repeated incidents, thereby increasing operational overhead and negatively impacting service availability.

The core principle of problem management, as defined by ISO 20000-1:2018, is to identify and address the underlying causes of incidents and to prevent their recurrence. This involves not just resolving individual incidents but also understanding the systemic issues that lead to them. When multiple incidents share common symptoms or root causes, the problem management process is triggered to investigate. The goal is to find a workaround if a permanent solution is not immediately available, and ultimately, to implement a permanent fix. This proactive approach aims to reduce the number and impact of future incidents. The effectiveness of problem management is measured by its ability to reduce the overall number of incidents and improve service availability and quality. Therefore, focusing on the underlying causes and implementing permanent solutions, even if a workaround is in place, is the most aligned with the objectives of the standard.

The core principle of problem management, as outlined in ISO 20000-1:2018, is to identify and address the underlying causes of incidents and to prevent recurrence. When multiple incidents share a common root cause, the problem management process dictates that a single problem record should be created to track the investigation and resolution of that root cause. This approach ensures that efforts are focused on eliminating the fundamental issue rather than merely treating its symptoms through repeated incident resolution. The objective is to reduce the number and impact of incidents by resolving their root causes. Therefore, when a pattern of recurring incidents related to the “Login Service Unavailable” error is observed, the most effective action is to create a single problem record to investigate the underlying cause of this widespread service disruption. This aligns with the standard’s emphasis on proactive identification and resolution of underlying issues to improve service availability and stability. Other options, such as creating individual problem records for each incident or focusing solely on workaround implementation, do not address the root cause and would lead to continued recurrence of the issue, failing to meet the objectives of effective problem management.

The core of problem management, as defined by ISO 20000-1:2018, is to identify and eliminate the root cause(s) of incidents and minimize the impact of unavoidable incidents that cannot be prevented. This involves a systematic approach to analyzing incidents, identifying underlying problems, and implementing solutions. The process aims to prevent recurrence and improve service stability. A key aspect is the distinction between an incident (an unplanned interruption to a service or reduction in the quality of a service) and a problem (a cause, or potential cause, of one or more incidents). The objective is not merely to resolve individual incidents but to understand the systemic issues that lead to them. This requires thorough investigation, often involving techniques like root cause analysis (RCA). The ultimate goal is to enhance the overall availability, performance, and reliability of IT services, thereby increasing customer satisfaction and reducing operational costs associated with frequent disruptions. The process also mandates the creation and maintenance of a problem record for each identified problem, detailing its status, impact, and resolution. Furthermore, it emphasizes the importance of proactive problem management, which involves analyzing trends in incident data to identify potential problems before they cause significant impact. This proactive stance is crucial for achieving the service management objectives outlined in the standard.

The core of effective problem management, as delineated by ISO 20000-1:2018, is the systematic identification, analysis, and resolution of underlying causes of incidents. This process aims to prevent their recurrence and minimize the impact of incidents that cannot be immediately resolved. When a problem is identified, the initial step involves gathering all relevant information, including incident records, system logs, and user feedback. The next crucial phase is the root cause analysis (RCA). This is not a single, prescribed method but rather a collection of techniques designed to uncover the fundamental reason for the problem. Common RCA techniques include the “5 Whys,” Fishbone diagrams (Ishikawa diagrams), and Fault Tree Analysis. The objective of RCA is to move beyond superficial symptoms to identify the true underlying cause. Once the root cause is identified, a workaround may be implemented to restore service quickly if a permanent solution is not immediately available. However, the ultimate goal is to develop and implement a permanent solution, which often involves a change request to the configuration management system. The effectiveness of problem management is measured by metrics such as the reduction in the number of recurring incidents, the time taken to resolve problems, and the successful implementation of permanent solutions. Furthermore, problem management plays a vital role in the continual improvement of the IT service management system, feeding back insights into incident management, change management, and availability management. The emphasis is on a proactive approach, identifying potential problems before they manifest as incidents.

The core of problem management, as defined by ISO 20000-1:2018, is to identify and eliminate the root cause(s) of incidents and minimize the impact of unavoidable incidents that cannot be prevented. This involves a systematic approach to analyzing incidents, identifying recurring patterns, and determining underlying causes. The process aims to prevent the recurrence of incidents by implementing permanent solutions or workarounds. When a problem is identified, the first step is to log it and gather all relevant information, including associated incidents. Subsequent steps involve classifying the problem, prioritizing it based on impact and urgency, and then investigating to find the root cause. Once the root cause is identified, a workaround or a permanent solution is developed. The implementation of the solution is then managed through the change management process. The ultimate goal is to improve service availability and reduce the number of incidents. Therefore, the most appropriate action when a problem is identified is to initiate the problem investigation process to determine its root cause, as this directly aligns with the fundamental objectives of problem management.

The core of problem management in ISO 20000-1:2018 is to identify and eliminate the root cause of incidents and to prevent recurrence. When a problem is identified, the process involves investigating incidents related to it to find the underlying cause. Once the root cause is determined, a workaround might be implemented to mitigate the immediate impact of incidents, and a known error record is created. The ultimate goal is to propose a change to the affected service or configuration item to permanently resolve the problem. This resolution is then managed through the change management process. Therefore, the most appropriate next step after identifying a problem and its potential root cause, and while a workaround might be in place, is to initiate the process for a permanent solution. This aligns with the proactive and preventative nature of problem management, aiming to reduce the number and impact of future incidents. The other options represent earlier stages of the problem management lifecycle (identifying related incidents) or are outcomes of other processes (implementing a workaround without a clear path to resolution, or simply documenting the problem without action).

The core principle of problem management, as outlined in ISO 20000-1:2018, is to identify and address the root causes of incidents and to prevent their recurrence. When a significant number of recurring incidents are observed, particularly those impacting critical services like the customer relationship management (CRM) system, the Problem Manager’s primary objective is to move beyond merely resolving individual incidents. This involves initiating a formal problem investigation to determine the underlying cause. While incident resolution is crucial for immediate service restoration, it does not address the systemic issue. Proactive problem management aims to reduce the number and impact of future incidents by finding and eliminating root causes. Therefore, the most appropriate action is to initiate a problem investigation to identify the root cause of the recurring CRM incidents. This aligns with the standard’s emphasis on preventing future disruptions and improving overall service stability. The other options, while potentially part of a broader ITSM strategy, do not directly address the core problem management activity of root cause analysis for recurring incidents. Escalating to a major incident process is for single, high-impact incidents, not recurring ones. Reviewing the incident management process might be a consequence of problem investigation but isn’t the primary action. Simply increasing the capacity of the CRM system without understanding the root cause might be a temporary fix or even irrelevant if the issue is software-related.

The core principle of problem management, as defined by ISO 20000-1:2018, is to identify and address the underlying causes of incidents and to prevent recurrence. This involves a systematic approach to analyzing incidents, identifying trends, and determining root causes. When multiple incidents share common symptoms or point to a single underlying issue, the problem management process dictates that these should be grouped and investigated as a single problem. The objective is to reduce the number and impact of incidents by resolving the root cause. Therefore, the most effective approach to managing a situation where several users report intermittent connectivity issues with a critical application, and initial investigations suggest a potential network instability, is to initiate a problem investigation. This investigation will focus on identifying the root cause of the network instability, which is likely the underlying reason for the recurring incidents. Other options, such as simply logging more incidents or escalating to a different support tier without a structured investigation, would not address the fundamental issue and would likely lead to continued disruption. Focusing solely on workarounds, while sometimes necessary in the short term, does not fulfill the problem management objective of preventing recurrence.

The core principle of problem management, as defined by ISO 20000-1:2018, is to identify and address the underlying causes of incidents and to prevent recurrence. This involves a systematic approach to analyzing incidents, identifying root causes, and implementing permanent solutions or workarounds. The objective is not merely to resolve individual incidents, but to improve the overall stability and availability of services by eliminating recurring issues. A key aspect of this is the proactive identification of potential problems through trend analysis of incident data, as well as the reactive investigation of significant incidents. The process should also include the management of known errors and the communication of their status and resolution plans to relevant stakeholders. The emphasis is on reducing the number and impact of incidents by addressing their root causes, thereby contributing to service improvement and customer satisfaction. This proactive and systematic approach differentiates problem management from incident management, which focuses on restoring service as quickly as possible.

The core of problem management, as defined by ISO 20000-1:2018, is to identify and eliminate the root cause(s) of incidents and to prevent recurrence of incidents. This involves a systematic approach to analyzing incidents, identifying underlying problems, and implementing solutions. The process aims to reduce the number and impact of incidents by addressing their root causes. This is achieved through a structured investigation, often involving techniques like root cause analysis (RCA), to pinpoint the fundamental reason for recurring or significant incidents. Once the root cause is identified, a workaround may be implemented in the short term to restore service, but the ultimate goal is to implement a permanent solution, often through changes to the service or its components. The effectiveness of problem management is measured by its ability to reduce incident volume and impact, thereby improving service availability and user satisfaction. The process also involves managing known errors, which are problems that have been identified but for which a permanent solution has not yet been implemented. This includes documenting the workaround and the status of the permanent fix. The emphasis is on proactive identification and resolution rather than reactive incident management.