Problem Management

IT Problem Management Made Easy

The goal of IT Problem Management is to minimize the adverse impact of incidents and problems caused by errors within the IT infrastructure, and prevent the recurrence of such incidents. Effective Problem Management reduces costs, boosts customer satisfaction, and helps IT teams focus on delivering business solutions instead of fighting fires.

Cherwell® Service Management meets 100% of the ITIL® PinkVerify 2011 requirements, aiding in process adherence with visual guides and automated workflows that support the key ITIL Problem Management processes.

IT Incident Management Features & Advantages

Native Support for ITIL Problem Management

Automate key processes related to Problem Management, including: Identify and Classify, Investigation and Analysis, Workaround and Known Error, and Root Cause and Resolution. Easily customize ITIL Problem Management processes to support your IT team's unique requirements.

End-to-End View of the Problem Life Cycle

Get a 360-degree view of the ITIL Problem Management process with the ability to easily log, edit, and track problem records.

IT Problem Management Dashboard

Take advantage of a Problem Management dashboard that intuitively organizes critical Problem Management metrics into a single control panel.

Integration with Known Error Database (KEDB)

Quickly cross reference new incidents against the KEDB, and access and document workaround solutions.

Integration with Interrelated ITIL Processes (Incident, Change & Configuration Management)

Dynamically associate known problems with related incidents; easily promote problem records to change records; log problem records against appropriate Configuration Items (CIs).