Why do the same incidents keep showing up? Who’s actually fixing what’s causing the chaos? In this episode of ITIL 4 Unplugged, Tyler and Alex dive into the world of Problem Management — and somehow make it fun. From swarming and known errors to technical debt, workarounds, and prioritizing what really matters, they break down how this practice can transform firefighting into real improvement.

Whether you’re an ITSM veteran or just got "voluntold" to manage problems, this episode gives you the clarity, confidence, and laughs to tackle what’s beneath the surface.