This activity is responsible for examining all information about all problems, using the records updated by the other activities within the Problem Management process. See the definition of problem record.

The ongoing monitoring and tracking of the handling of problems and known errors must be accomplished to report on service level attainment with regard to problem management. The reports and relevant statistics are created mainly based on problem record data. It may also take into account feedback from customers.

This monitoring and reporting activity has to be done regularly, but can also be initiated by a special request. It may result in problems being reprioritized and may prompt further Root Cause Analysis and the development of new resolution plans. An additional result of this activity is problem information that is used in service reviews.