This module is available only in the ServiceDesk Plus Enterprise edition.
A problem is an unknown underlying cause of one or more Incidents. The objective of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation.
The Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving problems and known errors before incidents occur in first place.