Problem management is a systematic approach used in IT service management to identify, analyze, and resolve the root causes of incidents. Its primary goal is to prevent future incidents by addressing underlying issues rather than just treating symptoms. This process involves gathering data, conducting investigations, and implementing solutions to eliminate problems. The process typically includes two main activities: problem detection and problem resolution. During detection, teams monitor incidents and look for patterns that indicate a deeper issue. In resolution, they develop and apply fixes, ensuring that similar incidents do not recur, ultimately improving service quality and user satisfaction.