Problem Management in HaloITSM (ITIL 4)
Related capabilities
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. studylib.net IT Process Wiki – the ITIL® Wiki
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. bmc.com
Why teams choose HaloITSM for problem management
Link incidents → problems → changes
Promote recurring incidents into problems, relate affected CIs/
services via CMDB, and trigger standard/normal changes for
permanent fixes. IT Process Wiki - the ITIL® Wiki
Workarounds & KEDB
Record workarounds/known errors so L1 can resolve repeat
issues quickly while engineering works on root cause. bmc.com
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. HaloITSM
Microsoft Teams in the loop
Notify channels, use chatbots and even embed the self-service
portal to keep stakeholders aligned without context-switching.
HaloITSM
Knowledge capture & deflection
Convert fixes into KB articles and surface suggestions during intake to reduce future volume. HaloITSM
How it flows
(These steps follow ITIL 4 guidance on identification → analysis → error control, with proactive loops for trend-spotting.) Beyond20: A ServiceNow Elite Partner
Integrations that accelerate RCA
Jira Software
Azure DevOps
