WEBVTT

1.1
00:00:00.000 --> 00:00:08.000
<v Speaker 1>Problem management digs into the why behind repeat incidents so we can stop firefighting the same issues over and over.

1.2
00:00:08.000 --> 00:00:15.200
<v Speaker 2>It's about stepping back, analysing patterns and addressing the real root cause rather than just clearing another ticket.

2.1
00:00:15.200 --> 00:00:21.999
<v Speaker 1>We invoke problem management when incidents keep cropping up or the impact is too big to ignore.

2.2
00:00:21.999 --> 00:00:29.599
<v Speaker 2>Think chronic outages or situations where quick fixes won't cut it—we need a deeper look to stop the bleeding.

3.1
00:00:29.599 --> 00:00:35.999
<v Speaker 1>Techniques like the 5 Whys or fishbone diagrams help track symptoms back to the true cause.

3.2
00:00:35.999 --> 00:00:41.999
<v Speaker 2>By linking related incidents, we can see patterns and gather evidence from every team involved.

4.1
00:00:41.999 --> 00:00:48.399
<v Speaker 1>Once we've nailed the root cause, document the workaround and roll out changes to eliminate it.

4.2
00:00:48.399 --> 00:00:54.799
<v Speaker 2>Review whether those fixes stick. Problem management is a cycle of learning and preventing future pain.