The purpose of problem management is to minimize the adverse impact of incidents and problems on the Services being provided.

There are two main aspects of problem management; firstly there is the management of problems that have occurred and their successful resolution in the minimum amount of time; secondly there is the preventative aspect of problem management where risks of problems  occurring are measured and strategies applied to minimize the risks of such incidents.

The SLA Toolkit covers each aspect of problem management including support and service desk, problem definition and problem escalation.