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Home » Features » ITIL Problem Management

ITIL Problem Management

Perform root cause analysis of recurring incidents

The main focus of Problem management is to analyze the root cause of all recurring incidents and minimize the impact of problems on the organisation.You need to be reactive as well as proactive when it comes to Problem Management. For this you need a solid, effective tool which can solve problems happening due to these incidents, at the same time identify and solve probable incidents well in advance. Take a look at how Problem Management in ServiceDesk Plus can help you.

Available in
Professional Enterprise

"Very happy with the Product. Saved a lot of time. Very easy to use and User Friendly compared to BMC, CA and IBM. It didn't take much time to implement"

Shaheed Abdul Cader
Al-Rabie Saudi Foods Co Ltd.
  • List of recorded Problems

  • Individual Problem Details

  • Analysis for individual Problem

  • Problem Closure Rules

  • Perfom Actions for individual Problem


  • Perform root cause analysis to come to a permanent solution
  • Analyze the impact and symptoms of the problem to provide a problem resolution or an alternate workaround
  • Efficient Problem logging with ability to create problem from incidents.
  • Focus on the business critical problems based on the problem prioritization thus making associating incidents simpler and easier.
  • Search existing Problems before creating new ones.
  • Make announcement with the problem symptoms to avoid the duplication of similar incidents.
  • Mark problems as Known-Error Records.
  • Enable users to search for Known-Error records themselves thereby eliminating the need to create incidents in the first place.
  • Copy problem solution and workaround to all associated incidents.


  • Enable root cause analysis of all recurring incidents
  • Improvement in the quality of your IT infrastructure by reducing the incidents.
  • Maintain complete association with incidents and problem.
  • Prevent Service Disruptions
  • Drill into reports to identify the real cause of incidents
  • Perform Trend Analysis to detect problems
  • Ability to Send notifications and add notes and reminders.
  • Increase technician efficiency and productivity thereby improving user satisfaction
Help desk software available in 29 different languages and is used by more than 95,000 companies, across 186 countries, to manage their IT help desk and assets.

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