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Advanced Problem Management for IT Service Management

Problem management includes eliminating recurring incidents and mitigating their impacts, including identifying root causes, documenting workaround processes, and creating error control measures.

Without effective problem management, incidents will increase, service desk reputation will diminish, and business operations could suffer. Learn to take proactive rather than reactive measures by adopting the Kepner-Tregoe approach to problem management.


Problem management is an essential element of IT service management (ITSM), with teams employing structured processes with customized workflows to identify and address IT incidents in organizations. Problem management assists organizations by minimizing the mean-time-to-repair (MTTR) times for incidents while simultaneously mitigating impactful disruptions that arise unexpectedly. Furthermore, problem management ensures an improved customer experience as incidents can be prevented in future iterations of services designed and delivered more efficiently. For it to work successfully, teams must create and follow structured workflows that allow them to identify underlying causes while finding practical solutions – although couples must adopt structured processes with custom workflows to diagnose underlying causes and then find viable solutions quickly enough.

The ITIL problem management workflow seeks to identify and record issues using processes like 5 Whys, brainstorming, and Ishikawa diagrams. It identifies potential root causes as well as areas for future problems using techniques such as failure modes and effects analysis, after which it conducts a reassessment of both its controls as well as any workarounds established; its effectiveness must then be tracked so as not to recur; the ITIL Problem Management process also contributes towards Incident, Knowledge Change Availability management through the transfer of Known Error records from Development into live Known Error Database (KEDB).

Teachers emphasized instruction on AI principles, data literacy, error analysis, and daily experiences as critical pillars of student-AI collaboration. Furthermore, teachers stressed implementing an AIED policy, flexible school system, and collaborative learning culture to foster interactions between AIs and students.

Freshservice’s ITIL Problem Management feature helps the entire problem lifecycle by offering an easy-to-use and customizable workflow to address issues quickly. It features critical thinking tools for Root Cause Analysis (RCA) and decision making; expedites information use through logical process steps; allows automatic handoff between working teams; fully supports escalated incidents and allows automatic handoff between working groups to support escalations processes fully; also contains a Known Error Database which records errors with their effects as well as Knowledge Article Creation function to store results of Problem Analysis/resolution process.

Machine Learning

AI can automate many basic troubleshooting tasks, making troubleshooting simpler. However, handling more complex, unique issues that need more than a checklist or script can still be challenging. Machine learning provides unique solutions by drawing insights from historical data and patterns while helping teams identify potential issues, predict root causes and propose solutions before they occur.

AI’s use in Problem Management is still evolving and will adapt as organizations adopt new technology. One application of Artificial Intelligence to Problem Management involves Natural Language Processing (NLP), used for logging, categorizing, and categorizing incidents and knowledge articles using NLP to make some parts of a typical Problem Process easier. AI can also be utilized preemptively by anticipating future issues by creating tickets, sending notifications, or developing workaround solutions based on past performance analysis and trend evaluation.

Freshservice provides a comprehensive suite of ITSM tools to support problem management, including the Kepner-Tregoe RCA App, which has recently become part of ServiceNow Platform Madrid Release as both an advanced problem management app and scoped service automation app. This provides a systematic troubleshooting methodology with integrated workflow across Incident, Problem, Change Release Deployment Management to minimize repeat incidents while creating a stable environment where world-class IT services can be offered effectively.

Predictive Analytics

Predictive analytics uses machine learning and statistical techniques to make quantitative predictions of future values, such as how long a piece of equipment might run before needing maintenance or the likelihood that customers default on loans. With predictive analytics’ data-driven approach, you can anticipate problems, save money, and enhance business operations by taking immediate steps at the right moment – which also helps save time!

Manufacturers use predictive analytics to spot patterns in sensor data that indicate when machines may break down. When those conditions arise, an algorithm triggers an alert so employees can intervene before anything breaks – potentially saving thousands (if not millions!) in downtime, repair costs, and lost production.

Financial services firms that offer credit risk evaluation and lending use predictive analytics to identify those most likely to default. Their system also determines which factors most influence these decisions so they can provide personalized service while mitigating risk for their clients.

Retaining existing customers can be much cheaper than finding and recruiting new ones, and predictive analytics is an invaluable asset. By analyzing purchasing behavior of potential churners, predictive analytics can identify why they may be leaving while offering strategies on how to keep them.

Predictive analytics has moved beyond the purview of statisticians and data scientists thanks to faster computing power, user-friendly analytics software, and an increasing number of vendors offering predictive analytics tools and platforms. Now more business analysts and line-of-business experts are turning to these sophisticated technologies, using them for everything from determining what checkbox should be added to online forms or optimizing marketing campaigns to detecting fraud or anticipating customer churn.


Proactive problem management takes an alternative approach to incident management by anticipating problems before they arise through proactive root cause analysis and proactive prevention of incidents before they take place. It should form part of your IT service operations strategy.

As part of your IT service management strategy, implementing a system that enables your IT teams to thoroughly investigate problems and determine their root cause before logging an incident is ideal. This allows your team to prevent future outages while increasing the productivity of support processes and productivity. Collaboration is the cornerstone of effective proactive problem management: promoting open dialogue and knowledge sharing within IT teams. Hence, they work together more quickly to recognize and solve issues immediately.

A ticketing system that supports collaborative problem management workflows is the ideal way to achieve this. It allows IT teams to share information across departments more efficiently while reducing the time groups take to locate and fix problems – leading to improved IT service delivery and reduced downtime for users.

An effective proactive Problem Management process should include a straightforward handover procedure with established time frames, outlining precisely which information Incident Management must hand off to Problem Management, such as workarounds and affected Configuration Items. Furthermore, your problem management software should allow for creating known error records so that once the incident has been addressed, it’s possible to address its root cause immediately.

Review engineering reports from hardware vendors regularly to identify inherent problems and take preventative steps before these escalate into incidents or outages. Your Known Error database allows you to develop workarounds or solutions for each error which reduce incidents while improving service quality over time.


Working collaboratively can be an excellent way to boost efficiency and creativity while opening up channels of open communication and improved planning. But this approach can be more challenging to pull off effectively; to do it effectively, you must set realistic expectations before entering meetings, be prepared to hear all viewpoints expressed therein and weigh different ideas against their advantages and disadvantages.

Additionally, you’ll need to foster collaboration and unconventional thinking. While this might lead to some ideas being scrapped, it could also bring out innovative solutions. You could enlist someone outside your organization or department as an unbiased perspective to obtain new views – such as inviting someone from bookkeeping who may otherwise never attend marketing problem-solving sessions.

Cultivating a culture of collaboration and continuous learning is essential to any organization, as it will increase productivity by quickly solving more complex issues faster. Furthermore, growing such an atmosphere will foster better relationships among colleagues and employees and make your workplace an exciting and rewarding environment.

Collaboration is an essential skill in today’s workforce, and for students to succeed in collaborative problem-solving environments, they must possess problem-solving (reason effectively and use systems thinking) and collaboration skills (work with diverse teams, communicate clearly, manage conflict effectively, and build consensus). Students must also acquire practical ways of applying these strategies, such as mind maps, Ishikawa diagrams, or tree diagrams, to natural world settings.

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