Best practices for problem management

Problem management aims to reduce the impact of incidents that are caused by problems with IT infrastructure, and prevent the incidents from happening again. Problem investigations prioritize problems that have the greatest potential for causing serious disruption to critical IT services.

Create a problem issue
Create a problem issue type for your service project.
What is the ITIL problem management process?
Jira Service Management's problem management workflow complies with the ITIL problem management process.
What is the aim of problem management?
Problem management aims to prevent incidents from happening in your business.
Default fields for problem requests
Default fields for problem requests can be customized to suit your business needs.
Document known errors in your knowledge base
There are many benefits in documenting errors that have occurred to prevent incidents in the future.
What is Jira Service Management's default problem workflow?
Jira Service Management contains a default problem workflow that can be customized to meet business needs.
Customize your problem workflow
Default problem workflows can be customized to suit your business needs.

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Best practices for problem management

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