ESET Parental Control to be discontinued


Abusing Entra ID App Registrations for Long-Term Persistence

Service Principals in the cloud are often overlooked, but when misconfigured, they can offer attackers a perfect foothold in the cloud for long-term access.
What are the differences between App Registration and Enterprise Apps in Entra ID? How well can you answer these essential questions?
- How many App types does Entra ID have?
- Which type of consent can be obtained via a user or an admin?
- How do they behave in each mode/type?
- What are the security changes in each type?
- Are Enterprise Application permissions stronger than your admin role?
This blog post will go through how hackers find ways to persist in Application Registration in Entra ID, create a Backdoor, and the potential for Privilege Escalation.
Application & Security
Before diving into the attack techniques, we must first understand the differences between App Registration and Enterprise Apps in Entra ID. If you are still not confused, it’s time to add additional names to make it more confusing.
Registering an application in Entra ID creates both an “Application Object” and a corresponding “Service Principal.”
- Application Object contains metadata and configuration information about the application. This includes the application’s display name, identifier, reply URLs, and more. The application object represents the application’s properties and settings in Entra ID.
- The Service Principal represents the application in Entra ID. It’s a specific type of security principle that allows the application to authenticate and request access to resources on behalf of users or itself. The service principal is the entity that receives permissions and access rights to resources within the Entra ID tenant.
Registering a multi-tenant application in Entra ID allows it to be used in multiple Entra ID tenants. This requires creating an additional service principal in each tenant where the application will be used.
In Entra ID, the application objects and the corresponding service principals can be managed through different roles.
Application Object
An App Registration is a representation of an application in Entra ID. When you want to integrate an application with Entra ID for single sign-on or to access the Microsoft Graph API or other resources, you must register the application in Entra ID.
This registration creates an Application Object that contains metadata and configuration information about the application. Some key attributes of an App Registration include the Application ID, Redirect URIs, API Permissions, Authentication settings, etc.
Security Principal
When an application is registered in Entra ID, it becomes an “Enterprise Application” or “Service Principal”. This is an instance of an application associated with a specific tenant.
Each Security Principal has a unique identifier that can be used to grant permissions and access controls. The Security Principal allows for fine-grained access control and is used when configuring permissions and role assignments for the application within the tenant.
Application Object Permissions
Now that the Application Object and Security Principal are clearer, we need to tie the API Permissions, Secret, and Certificate to the Application Object.
Certificates & Secrets: In the ‘Certificates & Secrets’ section, you can add credentials to your application.
API Permissions: API permissions allow you to manage your application’s access to other applications or APIs within the Entra ID tenant or external services. This access is typically granted through OAuth 2.0, a widely used authorization framework that allows your application to obtain delegated permissions using access tokens.
API Permissions Types
API Permissions can play a significant role in the application. When you configure the API Permissions for accessing the Microsoft Graph API or other APIs, you can choose between two different kinds of permissions: Delegated and Application permissions.
Delegated Permissions: Delegated permissions are also known as “user permissions” or “consent-based permissions.” These permissions are used when your application needs to access resources or perform actions on behalf of a signed-in user.
When your application requests delegated permissions and a user signs in, Entra ID displays the requested permissions to the user and seeks their consent.
Application Permissions – Application permissions are also known as “application-based permissions” or “admin-consent permissions.” These permissions are used when your application needs to access resources or perform actions not tied to a specific user but to the application itself.
More information about Application and service principal objects in Azure Active Directory.
The Attack
When does the problem start? The Entra ID environment has hundreds of applications. While Cloud Applications or other application roles are intended to be managed by technical users, the Owner is often granted access to standard users. The problem with standard users is that they are compromised daily. Once a user with Owner permissions gets hacked, the attacker can persist, create a kind of Backdoor, and do Privilege Escalation.
This scenario and many related app scenarios are in the wild, and attackers exploit them daily. I saw some of them during a security incident investigation and simulated them as part of penetration testing. Once a standard user receives Owner permissions for App Registration, these delegations to the user can have implications from a security perspective.
Let’s break down the two scenarios:
Owner of the Security Principal Object
In this case, if the user’s account is compromised and they have the ‘owner’ role for the security principal object, the attacker can manage access to various resources associated with that principal. This could include applications, files, or other services the security principal can access.
However, this might not significantly worsen the situation because, as you mentioned, the compromised account already has access to the application and other resources. The attacker will have the same permissions as the compromised user, so there won’t be an escalation of privileges in this scenario.
Owner of the Application Object
If the user’s account is the ‘owner’ of the application object, then the attacker has a chance to escalate privileges. Being the ‘owner’ of the application object might grant the user additional administrative rights or capabilities they wouldn’t have as a regular user.
If the attacker gains access to this level of ownership, they could make changes to the application’s settings, configurations, and access controls. This could lead to broader access across the organization’s resources or even unauthorized access to sensitive data.
Suppose a user account is set as the ‘Owner’ of the application object. In that case, there is a potential risk of persistence, backdooring, and privilege escalation if that account gets compromised by an attacker. Let’s explore this scenario further:
- Persistence: The attacker could create a secret and connect via a secret without the need for any strong authentication.
- Privilege Escalation: The user account may have elevated privileges that go beyond regular user permissions. These elevated privileges can allow attackers the ability to modify application settings, add API permissions, grant consent to certain resources, manage user access, and more.
- Unrestricted Access allows attackers to gain control of the user’s account, they could exploit the elevated privileges associated with being the ‘owner’ of the application object. This could allow the attacker to make unauthorized changes to the application, gain access to sensitive data, and potentially perform actions with significant consequences.
- Exploiting Application Weaknesses: With ownership access, the attacker might be able to exploit vulnerabilities or weaknesses in the application itself. They could tamper with the code, configurations, or access controls, potentially creating backdoors or bypassing security mechanisms.
- Consent: As the application owner, the compromised user account might also be able to grant admin consent for certain permissions that require it. This could lead to the escalation of privileges on other applications or resources within the organization.
The Scenario
The following scenario can be run after a standard user is compromised, and this user has Owner permissions to App Registration. In this scenario, the attacker gains access to the user resources. After a user’s account is compromised, an attacker may attempt the following scenario to exploit the compromised resources further, such as Lateral Movement, Privilege Escalation, Data Theft, Malicious Actions, etc.
What do we have in this scenario?
- The application is named “MyHackedApp”.
- A standard user without any Entra ID admin roles.
- Standard user with strong authentication and part of Conditional Access Policies.
- Owner permissions are granted in the MyHackedApp.
- MyHackedApp already has API permissions.
The following screenshots describe the attack flow and its actions based on PowerShell.
Attacker Side – User Creds
Once we have user credentials, we can log in from PowerShell. We have an open session to run actions on the Entra ID environment.
The attacker runs several actions to ‘know the field’, mainly to reconnaissance and enumerate the environment.
Next, we need to know which App Registration has Owner permissions and if the compromised user has Owner permissions. For this action, we need to run Get-AzureADApplicationOwner. This command brings all the App Registration, the permissions, Object DI, etc.
Once we’ve got the information, we can check for potential persistence. We have a good result because the compromised user has Owner permissions to specific apps. In this stage, you can start actions that lead to persistence in this app.
Next, create a Secret in the App Registration with the command AzureADApplicationPasswordCredentials. This command can create a Secret with a visible Value and the required Secret.
Notes:
- The command AzureADApplicationPasswordCredentials can run with Owner permissions on the App Registration.
- The Value must be part of the command because we need this value at the next stage.
In this stage, we need to have the following values:
- Application ID
- Object ID
- Tenant ID
- Secret with Value
For example, those artifacts will be the same ones in the Entra ID portal.
Next, we will disconnect from the user session and connect with the Secret and the value we created.
Now that we’ve got the required artifacts, we can continue the actions and gain persistence.
Attacker Side – Secret
In this stage, we need to log in to the Entra ID with the artifacts we’ve got from the previous stage. The login can be done with Connect-Az and Connect-AzureAD.
From the moment I connected to the Entra ID tenant, I could run a lot of commands without any interruption. Some of the commands can be writeable commands.
Once we logged in with the Secret, we got the persistence. The Secret gives us a great way to be behind the scenes.
Now that the attacker is connected to specific modules, he can run many actions. Those actions can include additional recon and enumerations to check the existing permissions, run lateral movement, and escalate privileges. The last one will be useful in many scenarios and can be evaded by the SecOps, SOC, etc.
Conclusion
Abusing Entra ID App Registrations isn’t just a post-exploitation tactic, it’s a stealthy persistence layer that often flies under the radar. By registering rogue apps or hijacking existing ones, attackers can create long-term access paths that bypass traditional identity protections, survive password resets, and blend in with legitimate activity.
Potential Mitigations
To reduce risk and detect abuse, defenders should:
- Audit App Registrations Regularly: Monitor for newly created or modified app registrations, especially those created by non-admin users or outside expected business hours.
- Restrict Who Can Register Apps: Use Entra ID tenant settings to limit app registration capabilities to specific roles or groups.
- Review Consent Grants and Permissions: Flag apps with highly privileged scopes like Directory.ReadWrite.All, Mail.ReadWrite, or offline_access.
- Alert on Token Issuance to Unknown Apps: Monitor sign-ins or token activity to apps not listed in your sanctioned inventory.
- Enforce Conditional Access on Apps: Apply Conditional Access policies to block or limit access from unmanaged or suspicious apps.
- Revoke Unused Apps: Periodically remove stale or unused app registrations and enterprise applications.
About Guardz
Guardz is on a mission to create a safer digital world by empowering Managed Service Providers (MSPs). Their goal is to proactively secure and insure Small and Medium Enterprises (SMEs) against ever-evolving threats while simultaneously creating new revenue streams, all on one unified platform.
About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.
Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.


The future of Apple MDM in education: Top trends to watch in 2025
In 2025, digital transformation in classrooms has become the norm. Schools are embracing Apple devices like iPads and MacBooks to improve student engagement, streamline administrative tasks, and enable flexible learning. But as more schools have started to adopt Apple technology, the demand for efficient Apple MDM for education has grown stronger.

Managing hundreds (or even thousands) of Apple devices in a school environment is not easy. This is where schools and education institutions need Apple Mobile Device Management (MDM) solutions. Apple MDM solutions for schools provide IT admins with the tools they need to configure, secure, and monitor devices remotely. As we move forward into 2025, several key trends are shaping the future of education device management, and understanding them is essential for schools planning long-term tech strategies.
The importance of Apple MDM in modern education
Apple device management for schools is essential for delivering seamless digital learning experiences. With Apple MDM, schools can:
- Deploy apps and content remotely
- Monitor and secure devices in real time
- Enforce usage policies
- Allow educational website or content with web content filtering
- Enable Shared iPad usage for personalized learning
Without Apple MDM solutions for schools, IT teams would struggle to maintain security, track inventory, and ensure that devices are being used for educational purposes. The growing reliance on digital tools, particularly in hybrid and remote learning environments, makes Apple mobile device management for schools a critical asset in 2025 and beyond.
Lets explore the 5 key trends for Apple MDM in education for 2025:
1. AI-driven automation in device management
Artificial Intelligence (AI) is transforming the way IT teams manage Apple devices. In 2025, expect to see more Apple MDM for education platforms integrating AI for predictive maintenance, automated configurations, and smarter reporting.
AI-based workflows can automatically detect and resolve common issues, such as apps crashing or devices going offline. This reduces downtime and allows IT administrators to focus on higher-level strategy.
By leveraging AI, schools can:
- Predict device performance issues before they escalate
- Automate repetitive configuration tasks
- Provide faster support to students and teachers
This kind of automation will be a game-changer for education device management.
2. Enhanced security and privacy measures
As data privacy regulations tighten and cyber threats evolve, security becomes a top priority in Apple mobile device management for schools. In 2025, expect the best Apple MDM for schools to come with enhanced features such as:
- End-to-end encryption
- Multi-factor authentication
- Real-time threat detection
- Category-based web filtering to block or allow content based on predefined categories like social media, gambling, porn.
- Secure browsing
- Compliance with FERPA, COPPA, and GDPR
These measures ensure that student data remains secure, whether on campus or during remote learning. Apple device management for schools now plays a pivotal role in maintaining the integrity of school networks and protecting against breaches.
Scalefusion’s Apple MDM empowers schools with security tools like real-time threat detection and category-based web filtering for full compliance. It ensures Apple devices are not just managed, but fully secured for today’s digital classrooms.
Ready to secure your school’s Apple ecosystem? Explore Scalefusion’s education-first MDM solution today.
Read more: Web filtering software for schools: Keeping students safe online
3. Personalized learning through shared devices
Shared iPads are gaining momentum as a cost-effective and flexible solution for schools. Thanks to Apple MDM solutions, shared devices can support multiple student accounts with personalized settings, apps, and data.
Features that support personalized learning include:
- Managed Apple IDs
- User-based profiles
- Data separation and syncing with iCloud
This trend is especially useful in K-12 environments where one-to-one device programs may not be feasible. Apple MDM solutions for schools make it easy to manage shared devices without compromising personalization.
Scalefusion Apple MDM simplifies Shared iPad management by enabling seamless configuration of Managed Apple IDs, personalized profiles, and secure data syncing to maximize learning with fewer devices.
Discover how Scalefusion can help your school maximize learning at scale with Shared iPad management.
4. Support for remote and hybrid learning models
Even as schools return to in-person learning, remote and hybrid models continue to play a role. Apple mobile device management for schools ensures that learning can happen anywhere, anytime.
In 2025, leading Apple MDM for education platforms offer:
- Remote app and content distribution
- Real-time monitoring and reporting
- Remote wipe and lock capabilities
- Remote troubleshooting
These features make it easier for educators to teach and for students to learn, no matter their location. Apple device management for schools ensures continuity and equity in digital education.
Scalefusion Apple MDM enables seamless and uninterrupted learning beyond the classroom with powerful remote tools like app deployment, real-time monitoring, remote troubleshooting, and secure device controls.
Empower your hybrid and remote learning strategy with Scalefusion, book a demo today.
Read more: Enhancing Apple Device Management with Remote Troubleshooting
5. Integration with LMS and SIS platforms
Schools use Learning Management Systems (LMS) and Student Information Systems (SIS) to handle grading, attendance, and course content. Seamless integration between these platforms and Apple MDM solutions for schools is becoming a standard requirement.
Benefits of LMS and SIS integration include:
- Synchronized class rosters
- Automated app provisioning based on class schedules
- Streamlined communication between teachers, students, and parents
In 2025, Apple device management for schools will be able to provide plug-and-play compatibility with major educational platforms, improving operational efficiency and student outcomes.
6. Emphasis on sustainability and device longevity
Sustainability is no longer optional. Schools are under increasing pressure to reduce electronic waste. Apple MDM for schools supports these efforts by:
- Full visibility into device health
- Enabling proactive maintenance to extend device lifespans
- Reducing energy consumption with smart configurations
Scalefusion’s DeepDive feature provides schools a unified view of all managed Apple devices tracking critical metrics like battery health, CPU performance, and storage usage. This empowers IT teams to make informed decisions, extend device lifespans, and reduce unnecessary replacements.
Key considerations when choosing Apple MDM solutions
With so many Apple MDM solutions for schools available, making the right choice can be overwhelming. Here are key factors to consider:
- Ease of use: Simple dashboards and workflows save time
- Scalability: Ability to manage thousands of devices as schools grow
- Support for Apple School Manager: Seamless integration is a must
- Category-based web filtering: Block or allow content based on predefined categories like social media, gambling, porn.
- Remote cast and control: Troubleshoot your devices remotely to minimize downtime.
- Security features: Strong encryption and compliance tools
- Zero trust access: Trust nothing and protect everything with Device Authentication and Conditional Single Sign-On (SSO)
- Customer support: 24/7 access to technical help
Choosing the right Apple MDM for education sets the foundation for long-term digital success.
Preparing for the future of education with Apple MDM
The classroom of 2025 is connected, dynamic, and digital. Apple device management for schools plays a vital role in making this possible. From AI-driven automation to enhanced security and sustainability, the future of Apple MDM in education looks promising.
By investing in the right Apple mobile device management for schools, educational institutions can stay ahead of the curve, ensure safe learning environments, and empower both teachers and students with the tools they need to succeed.
Scalefusion is redefining Apple MDM for education with powerful features for remote device management and top-tier security. It’s the all-in-one solution schools need to simplify device management and enhance learning outcomes.
Book your free Scalefusion demo today and experience the future of Apple MDM for schools.
FAQs
1. What is Apple MDM for education and why is it important?
Apple MDM for education is a solution that allows schools to manage, monitor, and secure Apple devices used by students and staff. It is essential for ensuring device compliance, student safety, and seamless learning experiences.
2. How does Apple device management for schools support remote learning?
Apple device management for schools enables IT teams to push content, restrict non-educational usage, and monitor device activity remotely. This ensures that learning continues uninterrupted, even outside the classroom.
3. What are the key features of Apple MDM solutions for schools?
Core features of Apple MDM solutions for schools include app management, device tracking, secure browsing, remote locking, and integration with Apple School Manager and LMS platforms.
4. Can Apple mobile device management for schools be used across multiple campuses?
Yes, Apple mobile device management for schools is scalable and supports centralized control, making it ideal for school districts or educational institutions with multiple campuses.
5. How do schools choose the best Apple MDM for education?
Schools should evaluate Apple MDM for education solutions based on scalability, integration, security, ease of use, and vendor support to ensure long-term success in digital learning environments.
About Scalefusion
Scalefusion’s company DNA is built on the foundation of providing world-class customer service and making endpoint management simple and effortless for businesses globally. We prioritize the needs and feedback of our customers, making sure that they are at the forefront of all decision-making processes. We are dedicated to providing comprehensive customer support services, and place emphasis on customer-centric thinking throughout the organization.
About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.
Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.


Not Just the Score: Why EPSS Volatility Might Be the Signal You’re Missing
We’ve all been trained to fixate on the number. Whether it’s a CVSS score of 9.8 or an EPSS probability of 0.73429, security teams are under pressure to rank, triage, and patch based on single metrics. But in Episode 18 of runZero Hour, a conversation with EPSS co-creator Jay Jacobs revealed something that might change how you think about vulnerability risk entirely.
The number itself isn’t always the most important signal. Instead, it’s the change in that number — the volatility — that may hold more predictive power. As runZero’s Tod Beardsley explained in this episode, a sudden spike in an EPSS score might be your first sign of something bigger brewing. “I think the deltas are more interesting than the final number,” he said. “That tells me something just happened to make this much more likely to be exploited.”
This is more than a theoretical observation. EPSS is updated daily using machine learning models fed by real-world exploitation signals — things like IDS/IPS detections from live enterprise networks, newly published Metasploit modules, pull requests on exploit repositories, and dark web chatter. That means it doesn’t just reflect potential severity, like CVSS, it also reflects how “attacky,” as Tod put it, the Internet feels today.
Volatility can serve as a kind of early-warning system. If a vulnerability’s EPSS score jumps 50+ points overnight, it may be time to take a closer look — even if its CVSS score is a sleepy 7.2. And unlike CVSS, which has seen score inflation and subjective disagreement between vendors, EPSS is grounded in observed behavior, not guesswork.
Check out the on-demand recording of this special runZero hour to learn:
- How to operationalize volatility as a signal in your vulnerability management program
- Why CVSS scores aren’t the empirical truth they pretend to be
- A candid breakdown of what EPSS and SSVC get right — and where they still fall short
And check out our latest report, Divining Risk: Deciphering Signals From Vulnerability Scores the strengths and weaknesses of all modern scoring systems.
About runZero
runZero, a network discovery and asset inventory solution, was founded in 2018 by HD Moore, the creator of Metasploit. HD envisioned a modern active discovery solution that could find and identify everything on a network–without credentials. As a security researcher and penetration tester, he often employed benign ways to get information leaks and piece them together to build device profiles. Eventually, this work led him to leverage applied research and the discovery techniques developed for security and penetration testing to create runZero.
About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.
Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.


Incident and Problem Management: Differences, Context and Importance in Contemporary ITSM

Today, any organization, company or public institution depends enormously on uninterrupted digital services. When service discontinuities occur, end users and customers are immediately affected. IT teams can only react promptly to prevent the situation from worsening further with negative economic and reputational consequences.
Two functions in particular are fundamental for achieving effective IT Service Management (ITSM): incident management and problem management.
Although they are often mentioned as a generic single entity, these two components have distinct purposes and follow separate workflows. Understanding the differences between incident management and problem management is essential for any IT organization that aims to optimize operations and provide precise, timely, reliable service.
Table of Contents
- The role of incident and problem management in ITIL
- Understanding the ITIL 4 framework
- Incidents vs Problems: knowing the difference to reduce costs related to outages
3.1 Definition of incident
3.2 Definition of problem
3.3 When does an incident become a problem?
- Incident management and problem management: fundamental differences
- Best practices for effective implementation
- Why it’s important to understand the difference between incident and problem management in ITSM
- FAQs
2025 Gartner®Market Guide for ITSM Platforms
Get the latest ITSM insights! Explore AI, automation, workflows, and more—plus expert vendor analysis to meet your business goals. Download the report now!

The Role of Incident and Problem Management in ITIL
The ITIL framework provides structured guidance for delivering quality IT services. Within this framework, incident management and problem management are distinct but closely connected.
Incident management focuses on rapid service restoration after an outage, often operating with limited information to ensure minimal impact. Problem management aims to investigate and eliminate the root causes of incidents and focuses on long-term improvement.
Rather than treating each problem in isolation, ITIL encourages organizations to maintain a continuous feedback loop between these two practices. When applied effectively, this synergy strengthens service resilience and improves user satisfaction over time.
Understanding the ITIL 4 Framework
In the last ten years, incident management has been redefined by two converging forces: the rise of collaboration between DevOps and SecOps and the release of ITIL 4 in 2019. With the increasing complexity of microservices, cloud-native stacks, and hybrid infrastructures, the responsibility for maintaining operational continuity is no longer exclusively within the competence of a central IT team, but is now shared between development, support, and security.
ITIL 4 reflects this cultural change: rigid and compartmentalized processes are abandoned in favor of an approach based on value flow and continuous improvement. In this sense, incident management and problem management are explicitly connected within a structured set of complementary practices.
Modern tools support the new paradigm, feeding increasingly sophisticated analytics into post-incident reviews. The point is not to find the “culprit,” but rather to focus on systemic corrections. Organizations measure success with service level objectives and mean time to recovery, not with endless work shifts.
The synergy that ITIL 4 aims to encourage is exactly this: reduce repeated incidents and accelerate root cause analysis, promoting communication and collaboration.
Incidents vs Problems: Knowing the Difference to Reduce Outage-Related Costs
The most successful organizations are those capable of reacting to stress factors that inevitably act on IT infrastructures. Unplanned downtime continues, despite progress, to test the digital resilience matured in recent years.
Even today, according to Oxford Economics, due to unexpected outages, the annual cost for companies is around $400 billion, with average losses of $200 million per year for each company.
To reduce these costs and enable effective and efficient resolution, it’s essential to adopt a structured approach to operational continuity, which begins with the correct distinction, from an ITIL perspective, between incidents and problems.
Definition of Incident
An incident is any unplanned interruption or reduction in the quality of an IT service. These interruptions can range from minor inconveniences, such as a website loading slowly, to serious service outages affecting a large number of users.
The primary objective of incident management is to restore normal operation as quickly as possible. This doesn’t necessarily imply identifying the root cause. The emphasis is placed, rather, on resolving the “symptoms” encountered by the user, so that the service can function normally.
Definition of Problem
In the ITIL context, a problem is the underlying or potential cause of one or more incidents. Unlike an incident, a problem might not be immediately visible to end users. However, if not resolved, it can lead to recurring or more serious incidents. Problem management deals with root cause analysis and the development of temporary or definitive solutions to prevent the problem from recurring.
Problem identification often involves reviewing trends that have led to recurring incidents and conducting post-incident analysis. It requires deeper technical investigation. These are complex issues whose resolution is inevitably linked to collaboration between different teams.
When Does an Incident Become a Problem?
Not all incidents need to be reported as problems. However, repeated incidents or those with significant impact of unknown origin must be taken up for further investigation. Over time, patterns may emerge that highlight deeper problems requiring root cause analysis.
Criteria for initiating problem management include:
- Recurrence
- High business impact
- Complexity
The occurrence of one of these three conditions suggests an underlying defect to be investigated further. Establishing these criteria helps the teams called to intervene make consistent and informed decisions about whether to report a given problem.
Incident Management and Problem Management: Fundamental Differences
Although both processes aim to improve service reliability, their objectives, timelines, and approaches differ significantly.
The most obvious difference lies in the fact that incidents are resolved taking into account substantially speed, even if this involves applying a temporary solution. Problems, instead, are addressed by focusing primarily on further investigations and prevention, often operating over a longer time frame.
Furthermore, although both processes overlap in terms of inputs, such as system logs, alerts, and user reports, they differ significantly in terms of outputs.
Incident management concludes with problem resolution, while problem management concludes with documented improvements and knowledge useful for future operations.
SUMMARY
| Category | Incident Management | Problem Management |
| Approach | Reactive | Strategic |
| Objective | Rapid service restoration | Prevention of future outages |
| Timeline | Immediate, present-oriented | Thoughtful, long-term oriented |
| Main lifecycle phases | Detection, recording, categorization, diagnosis, resolution, closure | Problem identification, cause analysis, solution proposal, documentation, implementation, closure |
| Focus | Minimize impact in the shortest time possible | Eliminate root causes of incidents |
| Type of outages managed | Single outages or immediate malfunctions | Recurring or serious incidents |
Best Practices for Effective Implementation
The effective integration of incident and problem management into an ITSM strategy requires careful planning and high-performance tools capable of supporting rapid ticket creation, categorization, and routing. Among the best practices to implement, we highlight:
Building a common and well-updated knowledge base – with documentation related to known errors – to enable operators to quickly apply proven solutions.
Involving cross-functional teams in root-cause investigations, which can significantly reduce time spent on recurring issues.
Adopting modern ITSM platforms, which offer functionality supporting both disciplines: from workflow automation to integrated templates for standardizing response procedures, from monitoring recurring problems to automatic incident detection to AI-based categorization.
Over time, a structured approach that connects incidents to known problems becomes a force multiplier for IT effectiveness. It ensures consistency, reduces resolution times, improves transparency, and simplifies workflows.
Why It’s Important to Understand the Difference Between Incident and Problem Management in ITSM
In an increasingly complex and interconnected ITSM context, clearly distinguishing between incidents and problems is not just a terminological matter, but an operational necessity. Confusing the two practices can produce inefficiencies while making it more complicated to identify and seize growth opportunities.
If incident management teams attempt to analyze root causes during a serious outage, they risk delaying restoration. Conversely, if recurring problems are never reported for investigation, the same incidents might continue to occur.
Clear definition of roles and responsibilities and adoption of a structured approach favor both timely service restoration and long-term stability. And this balance is fundamental for providing consistent, high-quality IT services.
Investing in the most suitable tools for effective incident and problem management means, ultimately, strengthening digital resilience and protecting business continuity.
FAQs
What is the main difference between an incident and a problem? An incident is an unexpected interruption of an IT service and requires rapid resolution. A problem is the root cause of one or more incidents and is analyzed to prevent recurrence.
When should an incident be classified as a problem? An incident repeats over time, has high impact, or presents an unidentified cause: these are the main criteria for initiating thorough analysis as a problem.
Why is it important to distinguish between incident and problem management? Because confusing the two processes can slow service restoration or prevent definitive resolution of causes, resulting in increased costs and inefficiencies.
How does ITIL 4 help in integrated incident and problem management? ITIL 4 promotes a collaborative and continuous approach, connecting incident and problem management in a cycle of constant improvement, supported by modern tools and advanced analytics.
What tools are most suitable for effectively managing incidents and problems? Modern ITSM platforms that offer automation, automatic detection, intelligent categorization, and an integrated knowledge base are ideal for supporting both processes efficiently and consistently.
About EasyVista
EasyVista is a leading IT software provider delivering comprehensive IT solutions, including service management, remote support, IT monitoring, and self-healing technologies. We empower companies to embrace a customer-focused, proactive, and predictive approach to IT service, support, and operations. EasyVista is dedicated to understanding and exceeding customer expectations, ensuring seamless and superior IT experiences. Today, EasyVista supports over 3,000 companies worldwide in accelerating digital transformation, enhancing employee productivity, reducing operating costs, and boosting satisfaction for both employees and customers across various industries, including financial services, healthcare, education, and manufacturing.
About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.
Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.















