Problem Management Overview

What is a Problem?

A Problem refers to an underlying issue that could have led to multiple Incidents related to some common errors or issues. The Analysts (Callers) can log the Problem Records based on the analysis of the common Incidents logged in the Problem Management module or through the review of monthly reports of the Incidents. The Problem Record (PR) is then analyzed by carrying out a Root Cause Analysis (RCA), and a solution to the problem is provided. The solution can be added as a Knowledge Record (KR) in the Problem Management module or can also suggest a change using the Change Management module. The Problem identification and resolution reduce the overall number of Incidents, identify a larger Problem proactively, and also avert major critical Incidents.

Problem Management

The primary objective of Problem Management is to prevent Incidents from happening and to minimize the impact of Incidents that cannot be prevented. Proactive Problem management analyzes Incident records and uses data collected by other IT Service Management processes to identify trends or significant Problems. The following diagram explains the Problem Management life cycle.

Figure: Problem Management Process

A Problem Record (PR) can be created in multiple ways:

• A PR can be created by an Analyst using the Problem Management module or by selecting one or more Incident IDs from the Incident List page.

• A PR can be configured to be auto-created based on the Classification, Category, time, and number of Incidents (see: Problem Management).

• If configured, a PR is auto-created once a Major incident is resolved. For more information, see Major Incidents of Incident Management.

Let's look into the actions taken by Admins, End Users, Approvers, and Analysts in Service Request Management: