A problem is defined as?

A problem is defined as the underlying cause of one or more incidents, particularly when the root cause is not known. This definition highlights that a problem does not just refer to a single occurrence; instead, it indicates a more systemic issue that can lead to multiple incidents. Understanding this concept is vital for support teams, as it guides them in their troubleshooting and investigation efforts aimed at resolving recurring issues.

Identifying a problem involves looking beyond immediate symptoms (the incidents) to understand what is causing those symptoms. This allows for more effective long-term solutions rather than temporary fixes. When the root cause is unknown, it indicates the need for further analysis and investigation to prevent future occurrences, making it a crucial aspect of effective IT service management and support operations.