Which service management process has the responsibility of understanding the root cause of a problem?
Question
Which service management process has the responsibility of understanding the root cause of a problem?
Solution
The service management process that has the responsibility of understanding the root cause of a problem is known as Problem Management. This process aims to manage the lifecycle of all problems. Its primary objectives are to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented. It is proactive as well as reactive. Proactive Problem Management is concerned with identifying and solving problems and known errors before incidents occur. Reactive Problem Management is concerned with solving problems in response to one or more incidents.
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