Problem Management Overview

The HPE Service Manager Problem Management application (Problem Management) supports the entire problem management process. Problem Management provides comprehensive problem management that enables you to find, fix, and prevent problems in the IT infrastructure, processes, and services.

Problem Management prevents problems and their resulting incidents, eliminates recurring incidents, and minimizes the impact of those incidents that cannot be prevented. It maximizes system availability, improves service levels, reduces costs, and improves customer convenience and satisfaction.

This section describes how to implement the best practice guidelines for the problem management process in Problem Management.

This section includes the following topics:

• Problem Management within the ITIL framework
• The Problem Management application
• Problem management process overview
• Input and output of Problem Management
• Key Performance Indicators for Problem Management
• RACI matrix for Problem Management