Problem Management Tips

ServiceNow Problem Management helps to identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents.

Resolving a problem means fixing the error that will stop these incidents from occurring in the future. While Incident Management deals with fighting symptoms to incidents, Problem Management seeks to remove the causes of incidents permanently from the IT infrastructure. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment.