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Service management best practices are to first restore service to the business; whether those fixes get to the root cause of the problem is a secondary concern. But for the service desk that has mastered Incident Management, Problem Management offers an opportunity for improved service and efficiency.

Incident Management versus Problem Management

The IT Infrastructure Library (ITIL) defines problem management quite differently than incident management. Managing incidents means detecting and solving end user requests quickly and efficiently where as Problem Management involves the identification, prioritization and resolution of root causes.

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