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The Hierarchy Model gives a structured overview of the make-up of an ITIL process by displaying the key activities within a certain ITIL Process.

In this case, Problem Management consists of two major subprocesses: Reactive Problem Management, which is generally executed as part of Service Operation and Proactive Problem Management which is initiated in Service Operation, but generally driven as part of Continual Service Improvement. The Reactive Problem Management Process includes the following activities: Problem detection, Problem logging, Problem Categorization, Problem Prioritization, Problem Investigation and Diagnosis, Raise Known Error Record, Problem resolution, Problem Closure, Major Problem Review.





All these core activities are further detailed in assigned function allocation diagrams, where information such as inputs and outputs, supporting application systems and the different roles involved within an activity are depicted.

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