In what way does problem management differ from incident management?

Problem management specifically targets the underlying causes of recurring issues within an IT environment, while incident management is primarily concerned with the immediate resolution of disruptions that affect the normal operation of services. The purpose of problem management is to analyze incidents to identify patterns or root causes, enabling organizations to implement solutions that prevent future occurrences. This structured approach helps in minimizing the impact of incidents by addressing their origins rather than just treating the symptoms.

On the other hand, incident management focuses on quickly restoring service functionality after a disruption. It prioritizes minimizing downtime and ensuring that users can continue their work as unaffected as possible.

Thus, distinguishing between these two processes is crucial for an effective IT service management strategy, where problem management is more long-term and solution-oriented, while incident management is urgent and operational.