After multiple incidents were reported to the service desk and a problem was recognized, the ITIL methodology recommends to convene a MOM meeting in order to review the problem and make recommendations on how to resolve it.
The ITIL methodology aims at performing any and all changes according to a set of processes and methodologies, and the ITIL CAB (Change Advisory Board) board goal is to facilitate the changes by assessing the change requests and prioritizing the approved ones.
Problem record template records a separate problem which the service desk encountered, and lists the detailed information related to it. The structure of the template is similar to a problem management flowchart.
Many organizations struggle to differ between problems and incidents, and the ITIL methodology aims at clarifying the difference between the two Incident vs Problem: A problem refers to the unknown cause of one or more incidents.
Those who don’t learn from their mistakes are destined to repeat them: All organizations aim at learning from their mistakes, and hope to refrain from repeating them.The ITIL problem management template catalogues all of the problems which the service desk encountered over the years.