ITIL - Information Technology Infrastructure Library is a widely acclaimed practice framework. It is a framework for Information technology service management (ITSM), which provides IT, business alignment, improved IT services and helps to resolve business issues. ITIL does not function to generate business strategies but to support them. ITIL as a framework describes a lifecycle that includes five stages, which are not technological specific or organization specific. It can be adopted by any organization to meet its goals. Five stages of ITIL lifecycle are; Service Strategy, Service Design, Service Transition, Service Operation, and Continual service improvement.

The primary purpose of this thesis is to elaborate upon the ITIL problem management process with particular regard to challenges that hinder its application and to further supplement this analysis with insights of ITIL professionals about overcoming these challenges. As this research’s data collection is based on semi-structured interviews with IT professionals, gathering their views on ITIL implementation challenges, so expected data to be collected from these interviews is to be non-numerical, therefore; this thesis will follow qualitative research. This thesis will employ deductive approach. As the researcher of this thesis will gather in-depth knowledge of ITIL framework and challenges in implementing ITIL problem management by extensive literature review. As a result, a list of twenty-six challenges, categorized into six categories, was the first outcome of this study by extensive literature review. The literature review didn’t only help to generate a list of challenges but also helped this study to recognize the importance of ITIL framework in the organizations, by contributing to IT governance. To fulfil the purpose of this thesis a detailed guideline for the ITIL implementation was gathered by interviewing the IT professionals.