Use > Problem Management help hub

Problem Management help hub

HPE Service Manager Problem Management can help you to identify the underlying reasons for one or more incidents, implement workarounds, identify known errors, and provide permanent solutions that minimize the effects of incidents caused by errors in the IT infrastructure.

User roles

Describes the ITIL user roles as implemented by Service Manager.

Problem Coordinator

Problem Analyst

Problem Manager

Problem System Administrator

Key concepts

The most important things you need to know about how the Problem Management module functions and interacts with other modules.

Problem Management overview

Proactive and reactive Problem Management

Problem Control overview

Error Control overview

Problem Management searches

Incident Management relationship

Change Management relationship

Additional resources

Processes and Best Practices Guide

Solr Search Engine Guide

User workflows

Describes the ITIL worflows as implemented by Service Manager and the sub tasks that end users need to perform to execute the workflows.

Problem Management workflows and user tasks

Problem detection, logging, and categorization (SO4.1)

Problem prioritization and planning (SO4.2)

Problem investigation and diagnosis (SO4.3)

Known error logging and categorization (SO4.4)

Known error investigation (SO4.5)

Known error solution acceptance (SO4.6)

Known error resolution (SO4.7)

Problem closure and review (SO4.8)

Problem and known error monitoring (SO4.9)

Administrator tasks

Describes the individual steps an Administrator needs to take to configure the Problem Management workflows, assign problem categories, and Problem phases/error phases.

Access Problem Management administration

Problem Control phases

Problem Control activities

Problem Management categories

Add a Problem Management profile

Define Problem Management assignment groups