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Problem Management phases

Problem Management phases are the activities in the life cycle of a problem. The out-of-box Information Technology Infrastructure Library (ITIL) workflow category matches the best practice recommendations of ITIL. The following table shows the ITIL process and the out-of-box HPE Service Manager process.

ITIL activity ITIL workflow Service Manager phases
Problem Control Problem Identification Problem Identification and Classification
Problem Classification
Problem Investigation Problem Investigation and Diagnosis
Problem Resolution
Error Control Error Identification Error Assessment
Error Assessment
Error Resolution Error Closure
Close Error