Problem Management Problem Management helps to identify the cause of an error in the IT infrastructure that is usually reported as occurrences of related incidents. Resolving a problem means fixing the error that will stop these incidents from occurring in the future. While Incident Management deals with fighting symptoms to incidents, Problem Management seeks to remove the causes of incidents permanently from the IT infrastructure. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment. The ServiceNow platform supports the Problem Management process with capabilities to record problems, create knowledge from problems, request changes, assign to appropriate groups, escalate, and manage through to resolution and reporting. This page attempts to detail the out-of-box functionality provided by the platform to manage problems in accordance with the ITIL process. Within the platform, problems are handled using the task record system. Each problem is generated through a variety of means as a task record, populated with the pertinent information in individual fields. These tasks can be assigned to appropriate problem management team members, who will deal with the task as appropriate. Once the problem has been properly dealt with, the problem task is closed. Gather problem dataThe quick resolution of problems requires gathering as much information about problems as possible.Close related incidents from a problemOnce a Problem is considered resolved, all of the incidents related to the problem with the state Awaiting Problem can be closed using a UI action from the Problem form.Problem management service improvementsThe problem management process can be improved if the service desk uses information gathered within the platform.Create knowledgeThe ServiceNow knowledge base houses the information an organization needs to keep and share. For example, it might include desktop support information, company/department processes and procedures, and documentation on internally developed applications.Problem Management processCreate a problem templateUse task outageTask-outage relationship enables users to create an outage from an incident or problem form.Use a UI action to create a recordYou can create a record on one table based on information contained in a record on another table, for example, create a change request from a problem record.Perl API problemAn object representation of a problem in the ServiceNow platform. Provides subroutines for querying, updating, and creating problems.Customize UI action behaviorYou can customize the behavior of UI actions.Define an assignment rule for problemsAfter a problem is logged, it must be assigned to the appropriate group or individual to handle the problem. You can define assignment rules to automate the assignment process.Define an inbound email action for problemsInbound email actions enable users to log or update incidents or other tasks on an instance via email. You can define an inbound email action to log problems.Request a change from a problemAfter a problem is identified and isolated, it may require changes to be made through the organization's Change Management process.