Problem management: stop repeat faults at the root
If your team fixes the same fault every week, it is treating the symptom. Problem management links repeat incidents, finds the root cause, documents a workaround and drives a permanent fix.
Components
Root cause analysis
5 whys, timeline or recent-change analysis.
Known error
Cause known, workaround documented.
Workaround
Restores service until the permanent fix.
Linked tickets
All incidents attached, owners notified on fix.
Permanent fix
Usually through an approved change.
Proactive mode
Patterns found before users feel them.
Which fault repeats most for you?We show how it becomes a problem record closed for good.
Problem management questions
When should a problem be opened?
On repeat incidents, after major incidents, on repeated reopens, or when reports show a pattern.
Does it link to change management?
Yes, the permanent fix is often a change request linked to the problem.
Stop fixing the same fault twice
Fewer tickets over time.
- Linked repeat incidents
- Known error base
- Measured impact