What is the main aim of Problem Management?

The main aim of Problem Management is to prevent incidents from occurring. This practice focuses on identifying the root causes of incidents and finding ways to eliminate or mitigate those causes. By addressing the underlying issues that lead to incidents, Problem Management helps organizations reduce the number of future incidents, leading to increased stability and improved service quality.

In the context of ITIL, Problem Management distinguishes itself from Incident Management, which primarily focuses on restoring service as quickly as possible. While restoring service is crucial, the broader goal of Problem Management is to achieve long-term improvements by preventing incidents in the first place.

Additionally, ensuring compliance with SLAs and providing user support, while important functions within IT service management, do not directly align with the core objective of Problem Management. The emphasis is on proactive measures that enhance overall service effectiveness rather than on reactive support or compliance monitoring.