Which process is responsible for identifying the root causes of incidents?

The process that is responsible for identifying the root causes of incidents is Problem Management. This process focuses on investigating and analyzing incidents to determine the underlying issues that lead to these incidents occurring. Problem Management aims to resolve these root causes to prevent future occurrences, thereby improving the overall stability and reliability of services.

By using techniques such as trend analysis and root cause analysis, Problem Management works to uncover the deeper issues rather than just addressing the surface symptoms displayed by a specific incident. This proactive approach is crucial for minimizing the impact of incidents on users and the service environment.

In contrast, Incident Management primarily deals with restoring normal service operation as quickly as possible after an incident occurs, while Change Management involves the governance of changes to the IT environment. Service Level Management is focused on ensuring that services are delivered according to agreed-upon service levels and does not typically delve into the analysis of root causes. Therefore, Problem Management is specifically designed for understanding and resolving the root causes of incidents effectively.