Reactive and Proactive Problem Management
Problem Management activities result in a decrease in the number of incidents by creating structural solutions for errors in the infrastructure and provide Incident Management with information to circumvent errors to minimize loss of service.
It has both reactive and proactive aspects.
The reactive aspect is concerned with solving problems in response to one or more incidents. See Problem Management Process Flow.
Approach: Reactive Problem Management identifies problems based upon review of multiple events (incidents) that exhibit common symptoms or in response to a single incident with significant impact.
Proactive Problem Management focuses on the prevention of incidents by identifying and solving problems before incidents occur.
Approach: Proactive Problem Management identifies problems by reviewing incident trends and non-incident data to predict that an incident is likely to (re-)occur.
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