# Prevent service disruptions by fixing the root causes of IT problems

Identify, investigate, and fix the causes of recurring incidents with AI-driven ITIL® problem management in ServiceDesk Plus.

![Problem management software](https://www.manageengine.com/products/service-desk/itsm/images/problem-management-software.png)

#### Accelerated RCA with proactive problem analysis

- Catch issues before they arise with AI-driven problem prediction.
- Expedite problem resolution with intelligent technician assignment.
- Ensure accurate information collection.
- Guide technicians through problem resolution with flexible workflows.
- Gain context easily through tight integrations with other ITSM practices.
- Empower teams to resolve problems faster by leveraging a robust KB.

## Ensure enterprise-wide service continuity with ITIL-certified problem management

Recurring incidents and major IT snags can hamper your enterprise's organizational efficiency and profitability. ManageEngine ServiceDesk Plus empowers enterprises to move beyond fixing issues reactively. Leverage predictive intelligence and workflow automations to eliminate the root causes of such IT disruptions, ensuring seamless service continuity.

## Intelligent predictions to help teams identify potential problems faster

Zia, the native AI assistant, helps teams work faster with the help of predictive intelligence that predicts problems and intelligently routes incoming problem tickets to the right technicians.

![Problem prediction](https://www.manageengine.com/products/service-desk/itsm/images/problem-prediction.png)

![Problem management system](https://www.manageengine.com/products/service-desk/itsm/images/problem-management-system.png)

*Run problem predictions and view the predicted problems.*

## Visualize problem management frameworks as workflows and automate RCA

Build visual problem management workflows on a drag-and-drop canvas that enables you to standardize the problem management process and align it with popular RCA frameworks, such as the five whys.  
Automate repetitive tasks like notifying stakeholders about RCA progress, updating field values, or sending approval requests.

![Problem management workflow diagram](https://www.manageengine.com/products/service-desk/itsm/images/problem-management-workflow-diagram.png)

*Standardize problem management through workflows and life cycles.*

## Record every problem meticulously, including symptoms and the impact, with customizable templates

Build dynamic problem templates and customize them on a drag-and-drop canvas. Record every aspect of your RCA, including assessing symptoms, understanding the impact, and other pertinent diagnoses.

![IT problem statement template](https://www.manageengine.com/products/service-desk/itsm/images/it-problem-statement-template.png)

*Problem template built on a drag-and-drop canvas*

## Make organization-wide announcements and notify stakeholders

Avoid the duplication of incident tickets by acknowledging and making organization-wide announcements about problems you are investigating. Notify stakeholders at every stage of the problem management process, from identification and investigation to resolution.

![Problem management tool](https://www.manageengine.com/products/service-desk/itsm/images/problem-management-tool.png)

*Announcements to notify the organization of outages or problems.*

![IT Problem Management announcement](https://www.manageengine.com/products/service-desk/itsm/images/it-problem-management-announcement.png)

*Customizing announcement banner to alert users of help desk related information.*

![Help desk problem management](https://www.manageengine.com/products/service-desk/itsm/images/help-desk-problem-management.png)

*Link multiple incident tickets about the same outage with a parent problem ticket.*

## Get to the root causes of issues fast and fix them proactively by aligning with other ITIL practices

Whether you're managing multiple recurring incidents with the same root cause, undertaking a change, or deploying a release to fix a problem, analyze dependencies and impacts with the native CMDB in ServiceDesk Plus. Associate configuration items, incidents, changes, and releases with problem tickets for enriched context and rapid resolution.

![Problem management dashboard](https://www.manageengine.com/products/service-desk/itsm/images/problem-management-dashboard.png)

*Associate a problem ticket with a change, incident, and release.*

## Stay ahead of recurring issues: Build a comprehensive knowledge repository and mark known errors

Document the initial work-around and the resolution and convert the documentation into a repository of knowledge articles for the future. Mark unresolved problems as known errors so that your IT technicians can quickly share work-arounds and focus on resolving underlying issues.

![Problem management knowledge repository](https://www.manageengine.com/products/service-desk/itsm/images/problem-management-knowledge-repository.png)

*A comprehensive repository of solutions.*

![Known error problem ticket](https://www.manageengine.com/products/service-desk/itsm/images/known-error-problem-ticket.png)

*Mark the problem as a known error.*

## Frequently asked questions

### 1. What is ITIL problem management?

ITIL defines a problem as a cause, or potential cause, of one or more IT incidents. Problem management is a procedural way to ensure that no repeat incidents occur by delving deep to find the root cause and fix it, all while reducing the severity of the incidents through suitable documentation of known problems and providing work-arounds.