Problem lifecycle

The Service Manager Problem Management module implements ITIL processes for problem management. The module helps ensure that standardized methods and procedures are used for all problem investigation activities. Separate workflows are provided for the Problem and Known Error processes. By its out-of-box workflows, Problem Management enables personnel and management to:

  • Create Problem and Known Error records, assigning a unique number against which all activities can be tracked and reported
  • Within a Problem and Known Error record, identify the tasks required to determine the root cause of the Problem or resolve the Known Error
  • Follow, track, and query Problem and Known Error records through their entire lifecycle. Workflow phases identify the logical sequence of the repeatable steps within the problem management lifecycle. There is also a visualization of the current, previous, and potential future phases of the Problem or Known Error.