Lowers how often incidents happen and how much they hurt, by finding the real and possible causes of incidents and by managing known errors and workarounds. A problem is the actual or possible cause of at least one incident; a known error is a problem whose analysis is done but which remains unfixed; and a workaround is a way to reduce or remove the effect of an incident or problem while no full fix exists. There are three phases. Problem identification uses trend analysis of incident records, duplicated and recurring issues, the risk that a major incident will recur, and information from suppliers, partners, developers and testers. Problem control covers analysis, recording workarounds and known errors, and prioritizing by risk using the organization's risk tools. Error control manages known errors, periodically reassesses how resolution and workarounds stand, and improves workarounds. Fixes are usually put in through change control, with problem management taking part in the post-implementation review; outputs go into the knowledge management system; and solutions may be added to the continual improvement register or product backlog. It is the main input to improve; tells customers and users the status of problems and workarounds; informs testing and knowledge transfer; flags product defects for obtain/build; and stops issues recurring during delivery.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.