The main purpose of the Problem Management process is to?

The primary focus of the Problem Management process is on managing the lifecycle of problems to minimize service disruptions. This involves identifying, documenting, and analyzing problems to understand their root causes. By doing so, organizations can implement solutions that not only resolve existing issues but also prevent recurrence, thereby enhancing overall service stability and reliability.

This approach is crucial in maintaining the efficiency of IT services, as it aims to address underlying issues rather than merely dealing with the immediate symptoms. Through proactive problem management, teams can significantly reduce the impact of problems on business operations and improve customer satisfaction by ensuring a more consistent and reliable service experience.

Managing customer service expectations, resolving incidents quickly, and maintaining a database of incidents are important elements of service management. However, they do not encapsulate the broader strategic objectives of problem management, which specifically deals with preventing and managing deeper issues rather than just surface-level incidents.