IT service process
Solve Problem (Problem Control)
Problem Management
Description
Referenced process
Description
The Problem Control process is responsible for effective and efficient resolution of Problems. In this process Problems are identified (both proactive and reactive aspects) and the root causes are examined in order to prevent recurrence of Incidents.
Proactive Problem Management is concerned with identifying and solving Problem an Errors before Incidents occur.
Reactive Problem Management is concerned with solving Problems in response to one or more Incidents.

Comment
Problem definition and analysis