Problem Management

Introduction to Problem Management

Problem Management helps to identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents.

Problem Management is responsible for managing the life cycle of all problems and to prevent problems and resulting incidents from happening. It also aims at eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented. Resolving a problem includes the activities required to diagnose the root cause of incidents and to determine the resolution for the problem. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment.

Problem Management also maintains information about problems and the appropriate workarounds and resolutions, so that the organization is able to reduce the number and impact of incidents over time. In this respect, Problem Management has a strong interface with Knowledge Management so that the known error articles are documented thoroughly for any future reference.

Navigate to Problem Management > All Problem Requests in the left navigator.