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Explanation According to the web search results12, problem tracking is a process of identifying and managing the causes of incidents on an IT service, and it is a core component of ITSM frameworks. Problem tracking is not the same as issue tracking, which is a way of recording and tracking the status of customer cases, tickets, or concerns3. Problem tracking is also not the same as bug tracking, which is the process of logging and monitoring bugs or errors during software testing4.