Problem Management Vs. Incident Management
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According to Micro Focus, ‘Incident Manager enables you to restore service to users, whereas Proactive Problem Management manages the lifecycle of all problems and enables you to identify and remove the underlying causes of major incidents.’ These are separate areas of management, however, the two are closely linked. Responding to incidents means providing a fast solution to restore service. Both incident management process and effective problem management process involve developing more long-term resolutions to rule out similar incidents in the future.
Identifying the problem: Determining what the problem is, and then logging and categorizing. This stage often involves processes like the 5 Whys, brainstorming, or Ishikawa Diagrams.
Controlling the problem: Assessing the problem, establishing key error records, and workaround processes.
Controlling errors: Testing how effective the workaround processes are, and fixing the error controls in the process.
Service management uses a lifecycle approach to deal with incidents. First, the incident is categorized, prioritized, and logged. In this early stage the goal is to determine the required response, the response speed, and who will resolve the incident. The next stage focuses on escalation rules, for instance, the incident might be escalated to specialist teams. During the escalation timeline, managers may need to apply emergency changes or communicate the situation to shareholders.
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