What does the problem management process aim to achieve?

The goal of the problem management process is to manage the lifecycle of all problems that occur within the IT environment. This means identifying, investigating, and resolving the root causes of incidents to prevent them from recurring. By focusing on the long-term resolution of underlying issues, rather than just addressing the immediate incidents, problem management contributes to improved service quality and increased reliability of IT services.

The lifecycle aspect emphasizes that problem management not only looks at current problems but also systematically captures knowledge and lessons learned to reduce future risks. This approach helps in minimizing the impact of incidents on the business and enhances overall IT service management by ensuring that problems are understood and addressed in a structured manner.

In contrast, other options related to increasing employee count, implementing new technology, or monitoring service desk performance do not align with the primary objectives of problem management, which is fundamentally about understanding and improving the stability of IT services in relation to problems faced.