ITIL Problem Management (PM)

ITIL offers a framework of structured, scalable, best practices and processes that organizations can adopt and adapt to fit their own operations. 

What is ITIL Problem Management?


Problem Management (PM) is one of the components in the ITIL Service Support area. The primary focus of PM is to identify causes of service issues and commission corrective work to prevent recurrences. PM processes are both reactive and proactive - reactive in solving problems in response to incidents, and proactive in identifying and solving potential incidents before they occur.

PM Activities

Problem Management (PM) activities include:

Recording, managing and escalating service problems as appropriate

Analyzing historical data to identify and eliminate potential incidents before they occur

Identifying underlying causes of incidents and preventing recurrences

Developing workarounds or other solutions to incidents

Submitting change requests to Change Management as required to eliminate known problems

Benefits of Implementation

Why Should I Implement Problem Management?

The benefits of implementing Problem Management processes include:

Preventing service disruptions

Maintaining service levels

Meeting service availability requirements

Increasing staff efficiency and productivity

Improving user satisfaction

Vityl Capacity Management VM Dashboard

Problem Management processes are closely integrated with Incident Management, Change Management, and Availability Management (AM). Although AM performs the lead role in component failure and system outage analyses, PM performs an important role in obtaining data and analyzing it in support of the studies.

Vityl Capacity Management supports Problem Management by:

  • Gathering historical and real-time performance data
  • Identifying performance bottlenecks before they occur
  • Speeding resolution by providing drill-down capabilities to pinpoint the causes of problems
  • Identifying trends to avoid performance problems
  • Automatically alerting personnel before problems impact service performance
  • Measuring response time for services and infrastructure components
  • Providing data on components of response time in multi-tiered environments
  • Identifying where bottlenecks are likely to occur

Getting Started

Take the Next Step

Read the guide: 

Getting Started with Capacity Management
Learn what you need to get started with a capacity management practice and how to choose tools to support this aspect of ITIL. 



Explore the software:

Vityl Capacity Management Software
See how Vityl Capacity Management helps with capacity planning, performance monitoring, IT analytics, and more.  
Watch a Demo >      Product Info >



            ITIL Components:
            Business Relationship Management
            ICT Infrastructure Management
            Application Management
            Security Management
            Service Delivery
                  - Service Level Management
                  - Financial Management
                  - Capacity Management
                  - Availability Management 
                  - Continuity Management
            Service Support
                  - Incident Management
                  - Problem Management (current)
                  - Configuration Management