▁a ▁particular ▁hardware ▁or ▁software ▁component . ▁ ▁These ▁problems ▁are ▁handled ▁by ▁technical ▁support ▁people ▁working ▁with ▁supp liers . ▁ ▁Q 3 ▁- ▁Every ▁so ▁often ▁a ▁one - off ▁problem ▁occurs , ▁and ▁the ▁cause ▁of ▁these ▁may ▁never ▁be ▁found . ▁ ▁Q 4 ▁– ▁The ▁technical ▁ownership ▁of ▁these ▁issues ▁is ▁unclear ▁and ▁so ▁they ▁are ▁referred ▁to ▁as ▁“ gre y ▁problems ” ▁i . e . ▁not ▁black ▁and ▁white . ▁ ▁Imp act ▁▁ ▁Grey ▁problems ▁have ▁a ▁significant ▁impact ▁on ▁IT ▁service , ▁and : ▁▁ ▁Form ▁the ▁bulk ▁of ▁on going ▁rec urr ing ▁problems ▁ ▁Create ▁a ▁dis pro port ion ately ▁high ▁IT ▁support ▁work load ▁ ▁Give ▁a ▁pointer ▁to ▁more ▁serious ▁problems ▁to ▁come ▁ ▁C ause ▁the ▁business ▁to ▁adjust ▁practices ▁around ▁the ▁problem ▁ ▁Information ▁Technology ▁In frastr ucture ▁Library ▁( IT IL ) ▁perspective ▁▁ ▁Information ▁Technology ▁In frastr ucture ▁Library ▁( IT IL ) ▁Service ▁Oper ations ▁implies ▁that ▁grey ▁problems ▁should ▁be ▁handled ▁through ▁a ▁Problem ▁Sol ving ▁Group ▁under ▁the ▁direction ▁of ▁the ▁Problem ▁Management ▁function . ▁ ▁In ▁practice , ▁even ▁those ▁IT ▁organis ations ▁that ▁have ▁adopted ▁IT IL ▁rarely ▁have ▁a ▁procedure ▁to ▁handle ▁a ▁grey ▁problem , ▁leaving ▁it ▁to ▁b ounce ▁between ▁Techn ical ▁Support ▁Teams ▁as ▁each ▁den ies ▁that ▁their ▁technology ▁is ▁to ▁bl ame . ▁ ▁See ▁also ▁▁ ▁IT IL ▁v 3 ▁Problem ▁Management ▁ ▁IT IL ▁v 3 ▁Inc ident ▁Management ▁ ▁CO