Learn in the textbookResponding to Demand and Operational Processes
DefinitionProblem management (問題管理) is the activity of identifying the root cause behind incidents and putting forward a permanent solution so that the same incident does not happen again.
ExplanationThe cause behind incidents is called a problem. A problem whose cause or workaround has been found is recorded as a known error, which helps the next time a contact about the same symptoms comes in. Recurring incidents and high-impact incidents can trigger an investigation.
AnalogyIt is like a junction where accidents keep happening: besides treating the injured, you fix the blind corner itself.
Memory hookThink of it as a doctor would: the incident in front of you is the symptom, and the problem is the disease itself.