Overview
Problem Management focuses on identifying and eliminating the root cause of incidents. While Incident Management restores service quickly, Problem Management prevents future incidents by finding permanent solutions. This proactive approach reduces recurring issues and improves service quality.
Why It Matters for the Exam
Problem Management covers about 8% of the CSA exam. While smaller than Incident Management, it's essential for understanding the complete ITSM picture. Questions test your knowledge of the relationship between incidents and problems.
Key Concepts to Master
💡 Exam Tips & Strategy
Focus on when to create a problem versus continuing with incident management. Know that problems can be created proactively (trend analysis) or reactively (from incidents). Understand that closing a problem doesn't automatically close related incidents.