A Complete Guide to the Problem Management Workflow — From Creation to Closure
The Problem Management Workflow
An ITIL problem management workflow aims to investigate, record, and prevent IT infrastructure problems . When correctly managed, problem records prompt agents to detail known errors and workarounds in your knowledge base. These documents :
- Help service agents resolve issues and restore services
- Reduce downtime
- Increase the quality and trust of your IT infrastructure
The Default Workflow
The IT Service Desk template comes with a built-in workflow for handling problems. The default workflow supports :
- Problem investigation
- Identification of workarounds
- Recording of known errors
Workflow Stages
Stage 1: Problem Creation
- Problem is detected
- Problem record is created
- Required fields are populated
- Problem is assigned to a team
Stage 2: Problem Investigation
- Root cause analysis is performed
- Investigation reason is documented
- Related incidents are linked
Stage 3: Diagnosis and Workaround
- Root cause is identified
- Workaround is documented
- Known error is created
Stage 4: Resolution
- Change request is created
- Fix is implemented
- Resolution is verified
Stage 5: Closure
- Problem is resolved
- Documentation is updated
- Lessons learned are captured
Adapting the Workflow
We recommend you start with the default workflow and adapt it to your specific needs over time .
Common adaptations:
- Additional approval steps
- Integration with change management
- Automatic escalation rules
- SLA tracking
Workflow Configuration
Fields to configure :
|
Field |
Configuration |
|
Priority |
Define priority levels and rules |
|
Impact |
Define impact criteria |
|
Urgency |
Define urgency criteria |
|
Category |
Define categorisation scheme |
|
Investigation reason |
Define triggers for investigation |
|
Pending reason |
Define reasons for hold |
Integration Points
The problem workflow integrates with:
Incident Management
- Link to related incidents
- Known errors help resolve incidents
- Incident trends trigger problems
Change Management
- Create change requests from problems
- Track implementation of fixes
Knowledge Management
- Known errors are documented
- Workarounds are captured
Service Level Management
- Track SLA compliance
- Measure service impact
Statuses and Transitions
Common statuses:
- Open
- Under Investigation
- Workaround Identified
- Resolution Proposed
- Resolved
- Closed
Transitions:
- Each status has defined transitions
- Only authorized users can perform transitions
- Audit trail is maintained
Conclusion
A well-designed problem management workflow is the foundation of effective problem management. By starting with ITIL best practices and adapting to your needs, organizations can ensure systematic, consistent problem resolution.
Action Items for Your Organization
- Review your current problem management workflow
- Identify gaps against ITIL best practices
- Adapt the workflow to your specific needs
- Train your team on the workflow
- Measure workflow effectiveness
