Once all incidents are resolved and the root cause has been successfully identified, logged, and resolved if possible, it is time to close the problem. When your company makes use of a knowledge base to store known issues in you can be sure that the problem will need to be logged here as well. This way the problem handling process not only serves to find the true root cause and best way to handle and prevent an incident from occurring, but also adds to the collective knowledge of the department.

Hopefully, you will have realized by now how important the problem handling process is for a professional ICT department. Getting a problem handling process in place and working with it actively will make the individual support engineer's job more interesting and less stressful. It will also increase customer satisfaction as their questions are handled more promptly and with proper care.