What is the purpose of the Problem Control process?

The purpose of the Problem Control process is fundamentally centered around identifying and eliminating the root causes of incidents within the IT service management framework. This process is a critical component of ITIL as it aims to enhance the overall stability and reliability of IT services by addressing the underlying problems that lead to repeated incidents. By effectively managing and resolving these root causes, organizations can reduce the frequency and impact of incidents over time, leading to improved service quality and higher customer satisfaction.

Furthermore, Problem Control facilitates a structured approach to problem management, which includes activities such as problem identification, logging, categorization, prioritization, investigation, diagnosis, and ultimately resolving the root cause. This proactive stance not only addresses existing issues but also helps in predicting potential future problems, thereby minimizing disruption to services.

In contrast, routing incidents to resolution teams mainly concerns incident management rather than problem management. Assessing the impact of changes to services typically relates to change management, while monitoring user feedback is generally part of service level management or continual service improvement processes. Therefore, the focus on root cause analysis and resolution distinctly marks Problem Control’s primary purpose.