Problems can be defined as an underlying cause of one or more incidents. The primary goals of the ITIL Problem Management process is to minimize the adverse impact of errors within the IT Infrastructure and to prevent recurring incidents related to these errors.
Problem Management process identifies the root cause of problems and then manages actions to correct known errors. It allows the IT support staff to identify a problem, as well as all other incidents related to that problem. Quick identification and proper process to diagnose and solve the underlying root cause of a problem will resolve all incidents and return to a working state as quickly as possible.
Problem Management is closely integrated with incident management and change management that ensures improved IT service availability and better quality.