Problem Management Process in ServiceNow¶
Role: itil
Available for Teams: All
A Problem is defined as the underlying cause of one or more incidents.
ITIL Problem Management is a process that focuses on identifying the root cause of recurring incidents and finding permanent solutions to prevent them from happening again.
How ITIL Problem Management Works¶
- Identifying Problem
- Problem Logging
- Problem Analysis
- Finding Workarounds
- Problem Resolution
- Implementing Solution
- Problem Closure
Other Useful Topics Related to Problem Management¶
- Relationship between Incident and Problem
- Who can create a Problem Ticket
- How many ways a problem can be created
- Lifecycle of Problem
- Problem and Change
Key Takeaway¶
The key takeaway is that ITIL Problem Management focuses on identifying and resolving recurring issues.
It aims to find permanent solutions so that the same problems don’t occur repeatedly, reducing disruptions and improving IT service reliability.
Problem Management Workflow¶
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