A problem is the unknown cause of one or more similar incidents. It could be an email server, print server, network device or printer is down that is effecting more than one user. Ease the tracking and management of problems. Related incidents are attached to a problem so that when the problem is closed all attached incidents are closed as well. Problems descriptions and workaround information be published to the self service portal to alert end users of known problems. A problem is tied to the asset causing the issue for trend analysis and tracking.

The classification, prioritization, root cause analysis and resolution enable effective problem process handling in the organization. Assignment, knowledgebase and Service Level Agreements work the same as the incident process to enhance the workflow.