ITIL defines a “problem” as an unknown cause of one or multiple interruptions. Problem management is the process which is responsible for the management of the lifecycle of all problems. The key aim of the problem management is to prevent incidents occurring or to minimize the consequences of incidents that cannot be prevented.

Many problems are unique and often require individual handling. With the help of problem models the aim is to identify and locate problems.
 

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Problem management encompasses all the activities required for diagnosing and analyzing the causes of incidents in order to establish and identify solutions to these problems. Problem management is also responsible for the implementation of these solutions on the basis of an appropriate controlling process which we recommend be carried out by the change management and release management.

Problem management also provides information with regard to problems and relevant workarounds. This enables the organization to reduce both the number as well as the impact of disruptions over the course of time. In this context there is a close link between problem management and knowledge management as well as the tools, such as for example the known error database.