Problem Management process

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Problem Management Process

    The Problem Management process within the ServiceNow platform is designed to effectively handle and resolve problems using the task record system. Each problem is generated as a task and is assigned to the Problem Management team for resolution and closure.

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    Key Features

    • Problem Creation: Problems can be logged in various ways, including automatic generation from associated incidents. Linking problems to configuration items in the CMDB allows visibility into affected items and their relationships.
    • Investigation and Updates: Problems can be managed using workflows that standardize processes. Email notifications inform relevant parties of updates, and inbound email actions allow for updates via email.
    • Escalation Rules: Service Level Agreements (SLAs) and inactivity monitors ensure timely handling of problems. While SLAs serve as performance indicators, inactivity monitors generate alerts for unaddressed issues.
    • Resolving Problems: If a change request is needed, it can be initiated through the change management process. The problem will then appear on the Change Request form's related list.
    • Known Errors: If a problem's cause is identified but not permanently resolved, it can be marked as a Known Error, allowing IT agents to reference this information to expedite resolution of similar issues.

    Key Outcomes

    By implementing an organized Problem Management process, organizations can efficiently manage the life cycle of problems from creation to closure. This structured approach reduces resolution time, improves communication regarding workarounds, and ensures that all incidents related to a problem are addressed systematically. The use of automation and escalation strategies further enhances responsiveness and accountability within the Problem Management team.

    Within the platform, problems are handled using the task record system. Each problem is generated as a task record through various means, and is populated with the pertinent information. These tasks are assigned to Problem Management team members to resolve and then close.

    Identify and log problems

    A problem can be created in several ways. For detailed information, refer Create a problem.

    Associating a problem with a configuration item using CMDB helps the Problem Management team see the affected items and its relationship to other configuration items.

    A problem can be associated with one or more incidents in the Incidents related list. The association is automatic if the problem is generated from an incident. Associating incidents provides the Problem Management team with access to the information gathered during incident investigation.

    Investigate and update problems

    If the Problem Management team has a problem model process for dealing with certain problems, they can be added to the system with workflows . Workflows standardize and automate a process.

    As a problem is updated, email notifications are sent to concerned parties. If inbound email actions are specified, the problem can be updated via email.

    You can use the other active tasks icon next to Configuration item to look up active problem records. When you click the icon, it shows all active tasks linked to that configuration item.

    The platform provides escalations rules to ensure that problems are handled promptly. Two types of escalation rules are available in the system.
    • Service level agreements: SLAs can be used to ensure that problems are highlighted. As investigating and fixing a problem could be a long-term effort, it is not recommended that you apply SLAs to an overall problem. SLAs are also used as a performance indicator for the Problem Management team.
    • Inactivity monitors : The inactivity monitors prevent problems from being overlooked by generating an event. When a problem has not been updated within a certain amount of time, the event can create an email notification or trigger a script.

    Resolve problems

    If a problem needs a change request to be resolved, it is possible to request a change that goes through the change management process. After requesting a change, the problem appears on a related list on the Change Request form.
    Note:
    For Madrid Best Practices: The problem coordinator, whom the Problem is assigned to, is notified when all related change requests are completed or canceled.
    The following information applies for London and prior releases:
    • A business rule (SNC-ITIL-Close-related) automates the process of closing problems in Pending Change state when the change request is closed. If the problem is closed, another business rule (SNC - ITIL - Resolve Related Incidents) automatically sets the State to Resolved for all incidents associated with that problem whose State was On Hold and On hold reason was Awaiting Problem.
    • If the cause of a problem has been determined but there is no permanent fix, change the problem state to Known Error to communicate this fact. IT agents can click the Known Errors module and look for the issue they are investigating to reduce time spent on a similar issue. To communicate information related to a problem, you can open the problem and describe a workaround, create a knowledge base article, or create a news item.