“ Problem Management seeks to minimize the adverse impact of incidents and problems on the business that are caused by underlying errors within the IT infrastructure and to proactively prevent the recurrence of incidents related to those errors. In order to achieve this, Problem Management seeks to get to the root cause of incidents, document and communicate known errors and to initiate actions to improve or correct the situation”. Given that statement is directly from the ITIL Best Management Practices text, it’s a wonder more organizations don’t have well integrated Problem, Incident and Change processes in their organizations. I never want to say that there is a single silver bullet solution for a given problem and I’m not suggesting that here. However having a solid CMS (Configuration Management System) is a good step in the right direction. Of course before we even think of tools we must have rules. Thinking holistically we can create an integrated set of best p