Which service management process has the responsibility of understanding the root cause of a problem?

The service management process that has the responsibility of understanding the root cause of a problem is known as "Problem Management." This process is a crucial part of IT Service Management (ITSM) and is primarily focused on identifying the underlying causes of incidents that occur within the IT infrastructure.

Problem Management functions in two key areas:

1. Reactive Problem Management: This involves analyzing problems that have already occurred in order to prevent their recurrence. It requires investigation into the incidents reported and provides a systematic approach to identifying the root cause of these issues.

2. Proactive Problem Management: This aspect focuses on identifying and mitigating potential problems before they result in incidents. It involves monitoring trends in incidents and analyzing data to identify underlying patterns.

By understanding the root cause of problems, organizations can implement more effective solutions, enhance service quality, and reduce the overall impact on business operations.