Problem Management Find and fix the trickiest issues to minimize the impact of unexpected disruptions. Anticipate and mitigate potential issues before they occur.
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Benefits of Problem Management Minimize service disruptions Use built-in dashboards to proactively analyze service performance and configurations.  Speed up service restoration Give IT immediate visibility into known errors and workarounds. Accelerate root cause resolution Find the relationships between problems and coordinate workflows to quickly uncover root causes. Eliminate recurring incidents Mitigate and prevent problems proactively by integrating current issues with other ITSM processes.
Features of Problem Management Problem management and prioritization Reduce incident impact by quickly identifying and resolving root causes to help services return to normal. Contextual knowledge Speed resolution, slash disruptions, and minimize impact by publishing solutions and workarounds.
Additional features Remediation plans Reduce future disruptions from repeat incidents by giving IT the means to stop issues at the source. Out-of-the-box best practices Support and manage six states: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, Closed. Automated notifications Increase transparency and collaborate more effectively by sharing updates with service subscribers. Reports and dashboards Provide operational transparency with role-based dashboards for problem managers and coordinators. Real-time analytics Identify and remediate abnormal patterns and trends before they become problems. 
Resources See All Resources Solution Briefs ServiceNow ITSM Overview Ebooks Modernize IT Services and Operations with AI Case Studies Lion brews a great people experience on the ServiceNow AI Platform Blogs ServiceNow is a Magic Quadrant Leader in ITSM. Here's why that matters Analyst Reports Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms Gartner® Magic Quadrant™ for AI Applications in IT Service Management Infographic G2 Grid® Report for IT Service Management (ITSM) Tools
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