Some organizations consider proactive problem management to be the work of resolving problems when they are not currently causing any incidents. This understanding is in direct conflict with an alternative interpretation, wherein proactive problem management concerns the identification and resolution of problems before they have caused any incidents at all.
reactive problem management
What is a problem?
Although troubleshooting and the definitive elimination of faults has a long history, the particular innovation of ITIL® 2 was to recommend treating problems and incidents as two separate entities, each with its own life-cycle. This advice had led to a series of confusions and ambiguities, many of which have still not been resolved among the […]