ITIL Reactive and Proactive Problem Management: Two sides of the same coin - from advisera.com
http://advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/Excerpts:
"The main focus of Problem Management is to increase long-term service stability and, consequently, customer satisfaction."
"This is where confusion may arise regarding the difference between Incident Management and Problem Management .... What we need is clear and well-defined hand-over procedure, with agreed time frames within which Incident Management stops, and Problem Management starts."
"But, Problem Management can hardly be of any use if there is no Change Management, Asset Management, Configuration Management, Event Management, Availability Management, Capacity Management, Knowledge Management and many more components in place. Problem Management heavily relies on data stored throughout the Service Lifecycle in order to be effective."
