Introduction
I have a suspicion that out of all the ITIL v3 processes it is the Problem Management process that is least understood. In part, I believe this is due to an entrenched view that exists in most IT organisations that problem management is basically the same as, or subordinate to, incident management.
This is wrong, as problem management has a wider role to play. First, it is important to realise that problem management is as equally allied to risk management as it is to incident management. Where problem management deals with existing problems, risk management deals with identifying future problems.
Clearly, a synergy exists between the two functions. Why is this important? To answer this question, we must first understand the role of IT risk management.