Problem Management overview

The Service Manager Problem Management process allows you to find, fix, and prevent problems in the IT infrastructure, processes, and services. It helps you to prevent problems and their resulting incidents, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented.

The Service Manager Problem Management application supports the entire Problem Management process. It incorporates the essential concepts of Information Technology Infrastructure Library (ITIL) to ensure that the best practices of IT service management in place. The Problem Management application helps you to maximize system availability, improve service levels, reduce costs, and improve customer convenience and satisfaction.

Note ITIL defines a Problem as the unknown cause of one or more Incidents.

For complete information on the Problem Management process overview and workflows, see Service Manager Processes and Best Practices in the related topics.

Related topics

Processes and Best Practices