If a problem is the unknown cause of one or more incidents then how can I design a repeatable model for something that is unknown? The purpose of Problem Management is to manage the problems throughout their lifecycle. Problem Management seeks to not only to minimize the adverse effect of incidents by providing work arounds, but also seeks to eliminate outages, and prevent them from recurring again. In Incident Management ITIL defines an Incident Model as a predefined set of procedures based on type of incident. So then what is a “Problem Model”? Problem Models Not all problems are the same. There are many different types of problems and each type will require unique roles and responsibilities, varied skill sets and different timelines and policies based on the complexity of the problem. When considering how to design problem models consider the workflow required once the “problem” or is identified. Approach to Defining Problem Models One approach is to classify