Speaker 1: Problem management digs into the why behind repeat incidents so we can stop firefighting the same issues over and over.
Speaker 2: It's about stepping back, analysing patterns and addressing the real root cause rather than just clearing another ticket.
Speaker 1: We invoke problem management when incidents keep cropping up or the impact is too big to ignore.
Speaker 2: Think chronic outages or situations where quick fixes won't cut it—we need a deeper look to stop the bleeding.
Speaker 1: Techniques like the 5 Whys or fishbone diagrams help track symptoms back to the true cause.
Speaker 2: By linking related incidents, we can see patterns and gather evidence from every team involved.
Speaker 1: Once we've nailed the root cause, document the workaround and roll out changes to eliminate it.
Speaker 2: Review whether those fixes stick. Problem management is a cycle of learning and preventing future pain.