Dryden, Seth2020-01-172020-01-172019https://hdl.handle.net/1794/25124Significant documentation indicates that individuals and organizations that are responsible for the quality operation of information technologies do so through the use of well defined, established processes. Problem Management has been found to be an effective practice to improve IT service quality when implemented correctly. Challenges can be overcome by noting lessons learned from experienced Problem Management practitioners and scholars through a literature review of works published between 2005 and 2019.en-USCreative Commons BY-NC-ND 4.0-USproblem managementITSMITILISO 20000service managementTerminal Project