Negative consequences for business areas, as the result of errors from within the IT infrastructure, are minimised using problem management. In addition, processes are defined in problem management with which corrective and preventive measures, necessary to ensure service quality, are recognised, introduced and monitored after implementation.

Benefits of Problem Management:

• significant reduction in error and interruption occurrences
• improvement in IT service reliability
• permanent problem solution
• greater user and IT department productivity
• improved employee satisfaction in the IT organisation
• reduced quality costs