Problem Management in HaloITSM (ITIL 4)

Fix causes—not just symptoms. In ITIL, incident management restores service quickly, while problem management prevents recurrence by finding and removing root causes (and documenting workarounds). Use HaloITSM to connect incidents → problems → changes, so fixes stick.

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Related capabilities

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What is problem management?

Purpose: reduce the likelihood and impact of incidents by identifying causes, managing workarounds and known errors. ITIL 4 also encourages proactive analysis using incident trends to catch issues early.

A common artifact is the Known Error Database (KEDB): a repository of problems/known errors with symptoms, root cause (when known) and workarounds that help the service desk resolve new occurrences faster.

Why teams choose HaloITSM for problem management

Link incidents → problems → changes

Link incidents → problems → changes

Promote recurring incidents into problems, relate affected CIs/services via the CMDB and trigger standard/normal changes for permanent fixes.

Workarounds & KEDB

Workarounds & KEDB

Record workarounds/known errors so L1 can resolve repeat issues quickly while engineering works on root cause.

Root cause analysis (RCA) at pace

Root cause analysis (RCA) at pace

Collaborate with engineering using two‑way sync with Jira and Azure DevOps, so investigations and status stay in lock‑step.

Microsoft Teams in the loop

Microsoft Teams in the loop

Notify channels, use chatbots and embed the self‑service portal to keep stakeholders aligned without context‑switching.

Knowledge capture & deflection

Knowledge capture & deflection

Convert fixes into KB articles and surface suggestions during intake to reduce future volume. See the Knowledge Management Resource.

Why teams choose HaloITSM for problem management

How it flows

How it works

These steps follow ITIL 4 guidance on identification → analysis → error control, with proactive loops for trend‑spotting.

Integrations that accelerate RCA

Jira Software

Jira Software

Jira Software

two‑way sync keeps problem tasks and issues mirrored across tools. See the Jira integration guide.
Azure DevOps

Azure DevOps

Azure DevOps

two‑way sync for work items and fields. Learn more in the Azure DevOps integration guide.
Microsoft Teams

Microsoft Teams

Microsoft Teams

notifications, chatbots and an embedded portal let you work where your teams are. See the Teams integration guide.

Need others (e.g., on-call)? See Incident Management or ask us to tailor your stack.

KPIs we set up

  • Repeat-incident rate (by service/CI)
  • Time to workaround and time to root cause
  • Known errors closed vs open
  • Problem backlog age / throughput

These mirror widely used ITIL/industry practices for measuring problem management effectiveness.

HaloITSM with 
SMC Consulting Luxembourg

How SMC Consulting delivers (FR/BE/LU)

  • Design & build: problem states, templates, RCA workflow, KEDB and CMDB relations.
  • Integrate & automate: Teams notifications, two‑way sync with Jira/Azure DevOps, and change triggers.
  • Enable & optimize: trend reviews, PIRs with Change, knowledge hygiene and CSI loop.
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Frequently Asked Questions.

Incident management restores service quickly; problem management prevents recurrence by removing the underlying cause. Use both in tandem.

A Known Error Database stores known errors and workarounds so agents can resolve repeat issues fast while permanent fixes are in progress.

Yes—relate incidents to problems, map affected CIs in the CMDB and raise changes for permanent remediation.

Use two‑way sync with Jira or Azure DevOps so tickets and statuses mirror without manual duplication.

Yes—HaloITSM supports Teams notifications, chatbots and an embedded self‑service portal for updates and self‑service.

Frequently Asked Questions.