Problem management

A problem is a technical statement of an issue that has caused an incident. One problem can cause multiple, reoccurring incidents. A key goal of problem management is to prevent this from happening. When it's not clear what caused an incident, this management process should include a root-cause analysis to identify the underlying cause and prevent any further incidents.

As either a software project or delivery manager, it's important that you understand and use these terms correctly so that you communicate effectively with all the relevant service management teams, as well as your wider stakeholders.