What I thought was a clear distinction between Incident and Problem Management and fairly well explained in ITIL and other supporting publications seem to be eluding many organisations and individuals. The confusion over the difference between Incident and Problem Management is pervading the IT industry. The more organisations that I encounter who declare that they are implementing or doing ITIL Problem Management are simply not doing it!
What they are doing is Major Incident Management and referring to it as Problem Management. Therefore the “real” Problem Management is not taking place, as they believe they are already doing it. This paper explores why this is the situation and how organisations can avoid it.
Click on the link to read more: The Lost World of Problem Management