Ian,

I am talking about problem management as distinct from Incident Management, which includes Major Incidents.     When I talk with people about the distinctions of incident vs problem management I use the analogy of the Emergency Room vs being moved upstairs to a bed for the long term fix.   The incident is about getting everything back up and running quickly, while the Problem is more about looking at the long term solution.   For instance, you have a workaround in place on the incident in order to be up and running.   In that case I would expect to see a problem ticket to get at the long term solution.   Now yes it is up to management to decide if we spend resources or document a known error and workaround.     I'm looking for how we can do better governance around problem management.   We have OLA's for incident management.