<h2>Problem Management</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2025" /><meta name="DC.rights.owner" content="(C) Copyright 2025" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="concept" /><meta name="DC.title" content="Problem Management" /><meta name="abstract" content="The ServiceNow Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents." /><meta name="description" content="The ServiceNow Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents." /><meta name="DC.subject" content="Problem Management" /><meta name="keywords" content="Problem Management" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2023-08-03" /><meta name="DC.date.modified" content="2024-10-09" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="c_ProblemManagement" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Problem Management</title></head><body id="c_ProblemManagement"> <h1 class="title topictitle1" id="ariaid-title1"><span class="ph">Problem Management</span></h1> <div class="body conbody"><p class="shortdesc">The <span class="ph">ServiceNow®</span> <span class="ph">Problem Management</span> application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents.</p> <div class="section" id="c_ProblemManagement__section_a3p_jnc_2yb"><h2 class="title sectiontitle">Get started</h2> <div class="tablenoborder"><table cellpadding="4" cellspacing="0" summary="" id="c_ProblemManagement__table_b3p_jnc_2yb" class="table nav-card" frame="void" border="1" rules="all"><colgroup><col style="width:33.33333333333333%" /><col style="width:33.33333333333333%" /><col style="width:33.33333333333333%" /></colgroup><tbody class="tbody"><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;"><p class="p"><a class="xref" href="exploring-problem-management.html" title="Problem Management supports the ITIL process used to find and fix the root cause of issues that result in incidents. You can record problems, associate incidents, and assign them to the appropriate groups. You can document and communicate known errors and initiate actions to resolve the situation."><span class="ph">Explore </span><img class="image decorative" id="c_ProblemManagement__image_cpl_cfr_2yb" src="../../../reuse/icons/brand-icons/bus-explore.svg" alt="" /><span class="ph">Learn about <span class="ph">Problem Management</span> concepts and features.</span></a></p> </td><td class="entry nocellnorowborder" style="vertical-align:top;"><p class="p"><a class="xref" href="configuring-problem-mgmt.html" title="Create or redesign problem form layouts to align them with the business process workflow of your organization. Categorize problems for monitoring and reporting. Use data lookup and assignment rules to automatically assign a task to a user or group based on predefined conditions."><span class="ph">Configure </span><img class="image decorative" id="c_ProblemManagement__image_ljb_hfr_2yb" src="../../../reuse/icons/brand-icons/bus-sdlc.svg" alt="" /><span class="ph">Configure environment, tools, and user access.</span></a></p> </td><td class="entry nocellnorowborder" style="vertical-align:top;"><p class="p"><a class="xref" href="problem-mgmt-lifecycle.html" title="Understand how Problem and Problem task is created, assessed, investigated, and fixed in a Problem or Problem task states."><span class="ph">Manage</span><img class="image decorative" id="c_ProblemManagement__image_x3p_5yb_gyb" src="../../../reuse/icons/brand-icons/bus-management-console.svg" alt="" /><span class="ph">Create and manage problems.</span></a></p> </td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;"><p class="p"><a class="xref" href="communicate-outcome-of-problem.html" title="Document the cause and resolution of a problem to resolve incoming incidents quickly and avoid further problems to be raised on the same issue."><span class="ph">Communicate</span><img class="image decorative" id="c_ProblemManagement__image_jds_mq2_2yb" src="../../../reuse/icons/brand-icons/bus-extend-visability.svg" alt="" /><span class="ph">Use <span class="ph">Problem Management</span> to communicate the outcome of the problem. </span></a></p> </td><td class="entry nocellnorowborder" style="vertical-align:top;"><p class="p"><a class="xref" href="../../../use/dashboards/application-content-packs/problem-content-pack.html" title="Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices."><span class="ph">Analytics and Reporting Solutions</span><img class="image decorative" id="c_ProblemManagement__image_czg_2s2_2yb" src="../../../reuse/icons/brand-icons/bus-chart-down-with-arrow.svg" alt="" /><span class="ph">Take advantage of dashboards to visualize data over time, analyze your business processes, and identify areas for improvement. </span></a></p> </td><td class="entry nocellnorowborder" style="vertical-align:top;"><p class="p"><a class="xref" href="reference-section-for-problem-management.html" title="Reference topics provides field descriptions of various forms."><span class="ph">Reference</span><img class="image decorative" id="c_ProblemManagement__image_x4z_tfr_2yb" src="../../../reuse/icons/brand-icons/bus-learn.svg" alt="" /><span class="ph">Get details about <span class="ph">Problem Management</span> properties and various form fields.</span></a></p> </td></tr></tbody></table> </div> </div> <div class="section" id="c_ProblemManagement__section_g3p_jnc_2yb"><h2 class="title sectiontitle">Troubleshoot and get help</h2> <div class="p"><ul class="ul" id="c_ProblemManagement__ul_h3p_jnc_2yb"><li class="li">Visit the <span class="ph">ServiceNow Community</span>: <a class="xref" href="https://community.servicenow.com/community/it-service-management/content?filterID=contentstatus%5Bpublished%5D%7Ecategory%5Bproblem-management%5D" target="_blank" rel="noopener noreferrer">https://community.servicenow.com/community/it-service-management/content?filterID=contentstatus%5Bpublished%5D%7Ecategory%5Bproblem-management%5D</a></li><li class="li"><a class="xref" href="https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477" target="_blank" rel="noopener noreferrer">Search the Known Error Portal for known error articles</a></li><li class="li"><a class="xref" href="https://support.servicenow.com/now?draw=case" target="_blank" rel="noopener noreferrer">Contact <span class="ph">Customer Service and Support</span></a></li></ul> </div> </div> </div> </body></html></div>