--- title: Problem slug: citsmart-8-en/problem description: This document provides insights on the importance and functioning of the Problem Management process in addressing IT failures. Learn how this process aims to minimize the impact of incidents and prevent their recurrence by identifying and resolving underl docTags: createdAt: 2022-01-19T22:22:36.000Z --- ## Presentation The **Problem Management** process is responsible for the definitive solution and prevention of failures behind the incidents that affect the normal operation of IT services. According to ITIL, the main goal of **Problem Management** is to minimize the adverse impact of incidents and problems caused by errors in the IT infrastructure of business and to prevent the recurrence of these errors. This process is intended to **find the root cause of the problems and initiate the action that will eliminate the error**.