ITIL defines a 'Problem' as the uknown cause of one or more incidents.

Problem Management is the process responsible for managing the lifecycle of all problems. The primary objectives of Problem Management are to prevent Problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that can not be prevented.

Problem Management includes the activities required to diagnose the root cause of Incidents and determine the resolution to those problems. It is responsible for ensuring that the resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.

I have performed various Service Quality Management roles, including Problem Manager and Incident Manager. In my roles, I have been both on IT and Business side. Being on both sides helped me adjust myself to ITIL V3 easily.

I understand the nature of technology,  the needs of a succesfull business, and the importance of improved customer experience. 

I am current holding a problem manager position within a leading Financial Institution.