The resolution processes include the incident and problem management processes. These are standalone processes even if they are closely interlinked. Incident management deals with the restoration of the service for the service user. Problem management by contrast deals with the identification and elimination of root causes in the case of major or repeat disruptions and therefore ensures a permanent and stable service infrastructure.

Setting priorities in dealing with disruptions and problems is based on the two criteria of Impact (negative affect on the service) and urgency (urgency as a result of the current situation). The impact should be based on the extent of the interruption to business whilst the urgency is based on the timescale between the incident or problem occurring and the negative impact on the customer’s business.

Problem management is intended to provide workarounds in order to lend support to the restoration of the service by the incident management or the user. A known error in a service can only be rectified if a correcting change has been successfully implemented or if the known error no longer occurs. Information on workarounds as well as their applicability and effectiveness must be stored and updated in a known error database.