Don't Panic - Problem Management

Problem Management is the subject of this course. An incident is a service disruption that needs attention now. A problem is an actual or potential cause of one or more incidents.

The useful unit of work is a closed loop: clarify the goal and boundaries, gather the inputs the practice requires, make the decision or change, record evidence, and return with owners for the next cycle. Skipping any link leaves teams busy without durable results.

Tooling supports the loop; it does not replace it. Choose tools after the boundary and evidence model are clear. Comparing products without that model produces feature matrices that do not change how the work runs.

Common failure modes include undefined ownership, metrics that count activity instead of outcomes, and irreversible steps taken without a review path. Treat those as design defects in the practice, not as individual heroics to compensate later.

Operators should be able to explain which signals would change a decision this week. If no signal can change the plan, the practice has become ritual. Keep the feedback path short enough that evidence still influences the next cycle.

Name the owners for each stage of the loop before the work scales. Unowned stages become permanent exceptions. Record decisions with enough context that a future operator can tell why a tradeoff was accepted. Prefer fewer, sharper metrics that change behavior over broad dashboards that only describe activity after the fact.

Read the Intro for the core model. Use the Cheatsheet when you need the operating map. Updates tracks official guidance when this course configures an update source; otherwise the practice is settled without a live feed.