Getting Started with Problem Management To understand the process of Problem Management one must first understand that a problem is distinctively different than an Incident. It is tracked and recorded separately, it requires a very different skill set and has a different objective than those that are required for “Incident Management”. Problem records are unique entities and are reported upon separately. A repeatable lean problem management process could very well be the glue that helps IT Service providers integrate and automate much of the work and effort required to “prevent” “Eliminate” and to “Minimize” the impact of incidents on your business and end user customers. While an incident is an unplanned interruption that creates an impact to one or more business services, the problem is actually the cause of one or more incidents. Example: “I can’t access the ERP system”, “The web portal will not come up!” “I can’t log in” are all examples of incidents. The c