Are Problems ONLY for Break/Fix Issues

[Cbanik]

I'm looking for documentation that outlines if a problem should only be opened for break/fix issues? Or are problems also used to track volume for issues that aren't broken but there are opportunities to make the user experience better. 

Example, my company receives a lot of printer calls from our users. Every day calls such as installs, printers jamming, etc. So to explore ways to decrease printer incident volume, while I can physically open a problem, is a Problem in ServiceNow intended to also be used this way? 

[Maik Skoddow]

Hi @Cbanik 

this is a great question, and the answer is no. That attached Process Guide for Problem Management says:

"The second goal of the problem management process is to prevent incidents and service impacts from occurring"

Kind regards
Maik

[Cbanik]

Thank you! This is exactly what I need to help other teams get on board with the problem process. I did try searching for documentation myself, and never came across this. 

[Preston2]

A problem record should be logged to find the root cause of one or more incidents as a problem is the underlying root cause of one or more incidents. It sounds like you have more than one problem as install issues and jamming issues are probably not related.