What is the primary purpose of problem management?

The primary purpose of problem management focuses on identifying and addressing the root causes of problems to prevent future incidents. By thoroughly investigating and resolving the underlying issues, organizations can implement effective measures that lead to a decrease in the recurrence of incidents. This proactive approach not only mitigates the impact of problems on the organization's operations but also contributes to improved efficiency and stability within the IT environment.

In contrast, simply managing incidents as they occur is a reactive strategy that addresses immediate symptoms rather than underlying issues. Reporting incidents accurately is important for tracking performance and understanding service impacts, but it does not directly contribute to preventing future problems. Thus, the emphasis on resolving root causes and implementing preventive strategies sets problem management apart as a critical function in maintaining long-term service quality and reliability.