Incident Management takes action if there is an Incident, and stops activities once the situation has been recovered. This
means that the root cause of the Incident is not always uncovered, and the incident may recur.
Problem Management investigates the infrastructure and the available registrations, including the Incident Database, to identify
the underlying causes of actual and potential errors in the provision of services.
First we have to identify a cause. Once the underlying cause has been identified, the Problem becomes a Known Error. A Request
For Change (RFC) may then be raised to eliminate the cause. Even after that, Problem Management continues to track and monitor
Known Errors in the infrastructure. For this reason, information is recorded about all identified Known Errors, their symptoms,
and the solutions available.