How is a Problem best defined?

A Problem is best defined as a potential cause of one or more incidents. In IT Service Management, recognizing the distinction between problems and incidents is crucial. A problem often indicates an underlying issue that may not yet have manifested as an incident, or it may represent the root cause of one or more incidents that have already been identified. By focusing on potential causes, the organization can work towards permanently eliminating the issues and preventing future incidents from occurring.

This proactive approach contrasts with the notion of a temporary workaround, which aims to address the symptoms of a problem without eliminating the root cause. Logging an incident simply records an occurrence that has impacted a service but does not delve into potential underlying issues. Similarly, a scheduled maintenance window relates to planned interruptions for maintaining services and does not encompass the concept of identifying or resolving the root cause of IT service issues. The primary focus of problem management is on understanding what might lead to incidents, enabling more effective service management and improving overall service reliability.