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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HaloITSM overview

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 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 to Jira
Software 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 even 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.

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

two-way sync: problem tasks/issues mirror across tools.
Azure DevOps

Azure DevOps

two-way sync for work items/fields.
Microsoft Teams

Microsoft Teams

notifications, chatbots, embedded portal.

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 delivers (FR/BE/LU)

  • Design & build: problem states, templates, RCA workflow,
    KEDB, CMDB relations.
  • Integrate & automate: Teams notifications, Jira/Azure
    DevOps two-way sync, change triggers.
  • Enable & optimize: trend reviews, PIRs with Change,
    knowledge hygiene, 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/workarounds so agents can resolve repeat issues fast while permanent fixes are in progress.
Yes—relate incidents to problems, map affected CIs in CMDB, and raise changes for permanent remediation.
Use two-way sync to Jira or Azure DevOps so tasks and status updates flow both ways during RCA and fix delivery.
Yes—HaloITSM supports Teams notifications, chatbots and an embedded portal for updates and self-service.
Frequently Asked Questions.