Problem Management

An incident has to be dealt with quickly but leaves an underlying problem. That problem needs to be resolved. There are two types of problem management according to ITIL. One is reactive which the Question is to solve the underlying problems such as a printer breakdown. However, this will involve looking into whether other printers may have the problem. The other is proactive problem management. This is analytical and involves applying business intelligence approaches to data from the service desk to identify trends and potential problems, and deal with them before they become major problems.

Question
Define problem management. Using examples, illustrate the difference between reactive and proactive problem management. Review the ITIL problem management process. Describe the benefits of addressing problem management. Why does it not get addressed much? In a large IT organisation there should be a role of problem manager. Define that role. Provide a case study of the successful implementation of problem management.