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Problem Management

Find and fix even the trickiest issues, minimize the impact of unexpected disruptions, and even prevent problems from arising at all.

Benefits of Problem Management

Minimize service disruptions

Use built-in dashboards to proactively analyze service performance and configurations.

Speed up service restoration

Give IT immediate visibility into known errors and workarounds.

Accelerate root cause resolution

Correlate problems and coordinate workflows to find the fastest way to the underlying issue.

Eliminate recurring incidents

Mitigate and prevent problems proactively by integrating current issues with other ITSM processes.

Features of Problem Management

Single system of record for problem management

Single system of record

Find and address potential failure points and determine issue impact all in one place.

Document known errors for easier ITIL or ITSM recall

Contextual knowledge

Speed resolution, slash disruptions, and minimize impact by publishing solutions and workarounds.

Additional Features

Remediation plans

Reduce future disruptions from repeat incidents by giving IT the means to stop issues at the source.

Out-of-the-box best practices

Support and manage six states: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed.

Automated notifications

Increase transparency and collaborate more effectively by sharing updates with service subscribers.

Reports and dashboards

Provide operational transparency with role-based dashboards for problem managers and coordinators.

Real-time analytics

Identify and remediate abnormal patterns and trends before they become problems.

Discovery is available with IT Operations Management

How to get Problem Management

Problem Management is available with IT Service Management. Transform the impact, speed, and delivery of IT.

You might also be interested in…

Incident Management

Restore services faster with intelligent routing and built-in collaboration.

Change Management

Accelerate change at DevOps speed by automating approvals while maintaining control.

Configuration Management Database (CMDB)

Connect all your asset data with service context throughout the full IT cycle.

Knowledge Management

Increase business efficiency with easy knowledge sharing and collaboration.

Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.