From Incident to Problem
Recurring or high-impact incident → problem record. Links preserved for RCA context.
RCA Frameworks
5 Whys, Ishikawa, Kepner-Tregoe. Pick one per investigation. Record the analysis in the problem record.
Known Errors
Problems with documented workaround and pending fix. Publish to KB — service desk resolves similar incidents without new investigation.
Reducing Incident Volume
Tie problem work to incident reduction. Report: incidents avoided since problem resolution. Quantifies prevention value.
CAB Integration
Problems drive changes. Problem → RFC → Change. Trace prevention from incident through to fix.