Proactive vs. reactive Problem Management
Assign topic to the user
Answer:
Most probably the question is about proactive and reactive Problem management.
Reactive Problem Management is reaction to created Problem Record, usually based on an incident. So, Problem Management is triggered to do something (find a root cause of one or more incidents).
On the other side, Proactive Problem Management is usually carried out in scope of Continual Service Improvement and means - "let's see if we can find some common pattern in incident/problem history in order to prevent future incidents".
The article " "ITIL Reactive and Proactive Problem Management: Two sides of the same coin" https://advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/ to learn more.
Comment as guest or Sign in
Aug 08, 2017