Effective problem management can bring organizations a number of business benefits and reduce calls to the support team. Identifying the root cause and following up to manage risk moving forward are both important steps in ensuring a high level of performance:
Problem Management typically involves identifying the root cause which could be a failed component, bug in the application or a human error and taking appropriate actions to correct the problem. Now we may have fixed the problem but have we mitigated the associated risk? Maybe not.
Check out the full post, Business Oriented Problem Management, from ITSM Portal.