From a best practice perspective, should all P1 and P2 incidents create automatically a problem?

[Kevin Bernabe]

we are trying to be ITIL aligned, is there a best practice or is this more of a gray area?

[Dirk Ronsmans]

Hi @Kevin Bernabe ,

I wouldn't say that creating a problem from a P1 or P2 incident turn in to problems is a gray area. I would just not do it based on those criteria.

Imho, I've always taken the approach that a problem is to be created if

• an incident is discovered through a pro-active monitoring of a service and you wish to dive deeper in to the root cause.
• an incident cannot be resolved easily and thus requires research to find a work around/root cause and/or permanent fix (which would result most likely in a Change)

So if you have an incident and you can fix it by doing a simple work around but it will keep re-occuring, then you will be creating a problem to find the root cause, and a permanent fix

For a P1/P2 you could create a problem but it's not required. It if is a one of I don't really see the use of it. 

What you could do is create a PIR (Post Incident Review). This would allow you to further dive in to this one specific issue and why it happend, what the impact was, ... but since you know how to solve it and it doesn't require further action, for me a Problem is the wrong practice/process to use.