Root cause found, but the problems are just beginning: outsourced problem management

This article by Natalia Slyadneva from K2Tech explores the practice of Problem Management in an outsourcing context. The author notes that recurring incidents often become routine, and shifting from simply restarting services to identifying root causes is a critical step for service providers. However, finding the cause is only half the battle, especially when it lies within vendor products, client legacy systems, or third-party infrastructure where external engineers lack direct control. The article analyzes three real-world cases: two examples of successful collaboration to resolve issues and one instance where choosing not to fix a problem was the most rational business decision. The piece highlights the importance of communication and a strategic approach when dealing with technical debt and complex incidents within the B2B sector.