The objective of Problem Management is to resolve the underlying root cause of incidents and consequently prevent incidents from recurring [ITIL]. Proactive Problem Management aims to identifying and solving Problems and Known Errors before the incidents occur.
The Problem Management Process Management Pack provides basic capabilities to document problems, link incidents and research the problems through basic search capability. Though it does not provide any workflows but the partners could extend it to include automated workflows to automate aspects of problem management process.
Some of the key terms associated with Problem Management are:
A typical Problem Management Process Flow
In version 1 Service Manager offers basic problem management capabilities that includes basic customizations, problem creation from multiple incidents, capturing known errors, workarounds, problem review flag and auto resolution of linked incidents.
Customizing Problem Management
Linking Incidents to Problem or Creating a Problem from Incidents
Given below is one of the ways of creating problem record:
Problem Form and Problem Management Workflow
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