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One of the most essential processes within the Service Operation phase of the Service Lifecycle is the Problem Management. It’s chiefly responsible for handling all the Problems that take place in the IT infrastructure. Before we have into what Problem Management is, we should go over certain vital terms, as described by ITIL: a. Incident - An unexpected interruption to an IT service or even a reduction in the quality of an IT service. Problem - The reason behind more than one Incidents. The cause isn’t ordinarily regarded at the time a Problem Record is generated, and the Problem Management process is liable for further investigation. c. Problem Management - The process accountable for controlling the Lifecycle of all Problems.