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Problem Management

Know how Problem Management helps in tracking and managing the various problem tickets.

What is Problem Management?​

Problem Management is a module using which you can log, analyze, and resolve the problems. Its main aim is to identify the issue, reduce its impact on the business, and prevent similar incidents related to the problems from occurring again.

What is a Problem?​

Problems are the primary cause of incidents according to the IT Infrastructure library. When we work on an incident, it is also important to resolve the problem, preventing the future incidents, and minimizing the damage.

There are two types of problems:

  • Reactive Problems are the problems at hand. These are known problems in the system that have relationships with one or more incidents.
  • Proactive Problems are anticipated problems that might occur at a future date. They are the potential causes of incidents.

Problem Management in ServiceOps​

Whenever an issue is identified, the technician creates a ticket, and links it with the related incident. Further, the issue is analyzed, assigned, resolved, and closed. If the resolution requires to change something, then a Change Request is created.