Problem Management

Problem Management is an IT Service Management process that identifies the root causes of incidents and implements corrective actions to prevent their recurrence, distinguishing itself from incident-focused responses by prioritizing long-term resolution over immediate service restoration.

247

Publications

14.4K

Citations

473

Authors

221

Institutions

Publications per year

2017–2026

Variants

It Problem Management

Parents

It Service Management

Children

Configuration Item AnalysisError Log AnalysisIncident DifferentiationKnown Error ManagementMajor Problem ManagementPermanent Fix ImplementationProactive Incident PreventionProactive Problem ManagementProblem Backlog ManagementProblem Detection

Publications

247

Change: Principles of Problem Formation and Problem Resolution

Frank S. Pittman · Family Process · 1974 · 1.8K citations

Management, Change Management, Change Governance +13

A Program for Research on Management Information Systems

Richard O. Mason, Ian I. Mitroff · Management Science · 1973 · 834 citations

Business, Information Systems, Management Information Systems +8

Why Do Internet Services Fail, and What Can Be Done About It?

David Oppenheimer, Archana Ganapathi, David A. Patterson · UC Berkeley · 2002 · 603 citations

Business, Information Systems, Systems Engineering +17

Change. Principles of Problem Formation and Problem Resolution. New York (Norton) 1974.

Paul Watzlawick, John H. Weakland, Richard Fisch · 1974 · 499 citations

Education, Change Management, Decision Theory +9

The rejection of advice: Managing the problematic convergence of a ‘troubles-telling’ and a ‘service encounter’

Gail Jefferson, John R.E. Lee · Journal of Pragmatics · 1981 · 469 citations

Business, Counseling, Counseling Theory +6

1–5 of 247

Authors

473

MK
Mira Kajko‐Mattsson
KTH Royal Institute of Technology, Sweden
7 publications · 139 citations
7
h-index
GF
Gerald F. Smith
University of Minnesota, United States
6 publications · 441 citations
6
h-index
LS
Larisa Shwartz
IBM Research - Thomas J. Watson Research Center, United States
4 publications · 107 citations
4
h-index
GY
Genady Ya. Grabarnik
IBM Research - Thomas J. Watson Research Center, United States
4 publications · 107 citations
4
h-index
MJ
Marko Jäntti
University of Eastern Finland, Finland
3 publications · 82 citations
3
h-index

1–5 of 473

Institutions

221

1–8 of 221

Venues

Management Science
6 publications · 1.6K citations
6
h-index
Decision Support Systems
5 publications · 295 citations
5
h-index
Academy of Management Journal
AMJ · 4 publications · 269 citations
4
h-index
Academy of Management Review
AMR · 4 publications · 536 citations
4
h-index
European Journal of Operational Research
3 publications · 106 citations
3
h-index

1–5