What is a primary goal of Problem Management?

A primary goal of Problem Management is the identification and diagnosis of problems. This process involves systematically analyzing incidents to determine their underlying causes and identify any patterns or recurring issues. By focusing on understanding the root causes of problems, Problem Management allows organizations to implement more effective solutions that can prevent future incidents, ultimately leading to improved service delivery and operational efficiency.

The ability to identify problems accurately is crucial in developing effective solutions and workarounds, thereby reducing the risk of future incidents. By taking a proactive approach, Problem Management helps in minimizing disruptions to services and enhancing the overall quality of IT service delivery.

While the other options may seem relevant, they do not align as directly with the core objectives of Problem Management. Achieving customer satisfaction and enhancing employee productivity are more aligned with the broader goals of IT Service Management as a whole. Implementing new software solutions, while important, is typically related to Change Management or Project Management rather than being a primary focus of Problem Management itself.