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Problem Management

Overview​

Problem Management is a key process in IT Service Management (ITSM) that focuses on identifying and addressing the root causes of recurring incidents. Unlike Incident Management, which deals with restoring services quickly, Problem Management aims to eliminate the underlying issues to prevent future disruptions.

A Problem Management Ticket is created when multiple incidents are reported that appear to have a common underlying cause. This ticket helps IT teams document, analyze, and resolve the root cause to improve system stability and efficiency.

Problem Ticket Structure​

1. General Ticket Details​

  • Ticket ID: Unique identifier (e.g., PMT-0047)
  • Ticket Type: Problem Management
  • Status: Various states (Submitted, In Progress, Resolved, etc.)
  • Subject: Brief description of the problem
  • Description: Detailed explanation of the issue

2. Problem Information​

  • Symptoms: Error messages, impacted users, frequency of occurrence
  • Attachments: Supporting documents, logs, or screenshots

3. Requester & Assignment Details​

  • Requested For: Name of the requester
  • Email: Contact email
  • Domain: Area of IT (e.g., Datacenter Services)
  • Category: High-level classification (e.g., Application)
  • Subcategory: Specific issue within the category
  • Priority: Urgency level (Low, Medium, High, Critical)
  • Queue: Assignment group
  • Assigned To: Responsible resolver or team
  • Services Affected: Impacted services (e.g., Mobile)
  • Submitted By: Person who created the ticket

4. Additional Information Sections​

  • Notes: Comments or collaboration among teams
  • History: Logs of past updates and actions
  • Linked Tickets: Related incidents, change requests, or other problem tickets
  • Smart Summary: AI-driven insights or automated summaries (if enabled)

Key Information Required for Problem Tickets​

For effective problem management, ensure these details are properly documented:

  1. Subcategory: To refine the issue further
  2. Symptoms: Specific observations, errors, and user impact
  3. Assignment: Proper resolver group or subject matter expert
  4. Resolution Plan: Initial findings and investigation approach
  5. Linked Incidents/Tickets: References to related major incidents or ongoing change requests

Problem Ticket Interface

Sample Problem Ticket​

Below is an example of a problem ticket with some fields that need to be completed:

  • Ticket ID: PMT-0047
  • Ticket Type: Problem Management
  • Status: Submitted
  • Subject: Team By Rezolve Team
  • Description: "Team By Rezolve Team"
  • Requested For: Vinitha S
  • Email: vinitha.s@rezolve.ai
  • Domain: Datacenter Services
  • Category: Application
  • Priority: Medium
  • Queue: ProblemMgmt-james
  • Services Affected: Mobile
  • Submitted By: Vinitha S