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- Problem Management
- Problem Management overview
- Problem Management implementation
- Proactive and reactive Problem Management
- Using mass update with record lists in Problem Management
- Incident Management relationship
- Change Management relationship
- Priority, impact, and urgency
- Problem Management users
- Problem Management phases
- Problem Management assignment groups
- Problem Management Macro List Editor
- Problem Management tables
- Problem Management link records
- Problem Management and Service Level Management
- Escalation and Notification
- Historical problem records
- Incident trending for problem identification
- Integration
- Known Error
- Problem record data model
- Problem prioritization
- Problem records creation
- Problem workarounds
- Logs of problem record updates
- Problem Management user roles
- Problem Management workflows and user tasks
- Problem Management Administration
- Problem Management Configuration
- Security
- Problem Management overview
Problem Management overview
You can use HPE Service Manager Problem Management 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 and to prevent problem recurrence. Over the long term, this leads to a reduced volume of incidents as well as saved time and money. Problem Management enables you to achieve the following results:
- Identify errors in IT infrastructure, record them, track their history, find resolutions for them, and prevent recurrence
- Create automatic alerts and notifications that indicate when a problem, task, or known error opens or the owner or status changes
- Escalate problems automatically if not resolved in a timely manner
- Record resolutions and make them easily available to affected user groups
- Find opportunities for improvements and make the necessary tools easily accessible
- React to issues related to incidents
- Proactively resolve issues before incidents occur
- Reduce incidents against your service assets and configuration items
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