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10 Best Practices for Effective Problem Management
Problem Management is the process of finding and fixing the root causes behind incidents in IT. It’s a key practice in IT Service Management (ITSM) because it focuses on understanding why incidents happen and making sure they don’t happen again.
So, if you are tired of fixing the same IT issues over and over, it might be time to take Problem Management seriously.
With years of experience in the field, I’ve seen firsthand how effective Problem Management can transform IT operations. In this post, I’ll walk you through practical best practices to help you implement Problem Management in a way that actually works.
1. Be proactive, not just reactive
Shifting from a reactive to a proactive Problem Management approach is one of the most effective ways to reduce repeat incidents and avoid unnecessary downtime.
Instead of waiting for issues to cause disruptions, proactive Problem Management focuses on identifying and resolving root causes before they impact users.
You can start by reviewing incident trends to spot patterns, talking to your service desk to uncover recurring pain points, and using monitoring tools to detect anomalies early. Setting up regular, informal “problem hunting” sessions helps build a culture of prevention. Dedicating even a small portion of your time to proactive analysis can have a big impact.
“We can’t be boiling the ocean. Start small — even just two weeks of incident data can show you the patterns and pain points you need to address.”
Brian Skramstad - ITSM Principal at Allianz Technology
2. Define clear roles and ownership
Problem Management doesn’t work if it’s everyone’s job but no one’s responsibility. Whether you have a dedicated problem manager or you're distributing the workload across team members, it’s essential to define who does what, clearly and up front.
Someone needs to own the overall process, ensure that problems are being logged, prioritized, and followed through, and act as the main point of coordination between teams.
In smaller teams, one person might wear several hats — and that’s okay, as long as responsibilities are clear. In larger environments, roles can be split across specialists. What matters most is that ownership is defined, visible, and supported by your tooling.
A well-assigned owner ensures accountability, keeps problems from falling through the cracks, and drives continuous improvement.
3. Keep it ITIL-aligned, but flexible
ITIL offers a proven ITSM framework for Problem Management — with clearly defined roles, stages, and terminology — making it easier to structure your process and connect it with other practices like Incident Management or Change Management.
But don’t let the framework turn into red tape. The goal isn’t to follow ITIL to the letter, but to improve operations in a practical, efficient way. So, use ITIL’s Problem Management as a guide. Speak the common language (problems, workarounds, known errors), define a clear but simple process, and focus on results over formality.
In short, ITIL helps give structure, but it shouldn’t slow you down. Keep what works, simplify what doesn’t, and make sure your Problem Management process is something your team actually wants to use.
4. Make root cause analysis a habit
Root Cause Analysis (RCA) should be second nature whenever you're dealing with recurring or high-impact incidents. The goal isn’t just to patch things up, but to understand why they happened in the first place so you can prevent them from coming back.
You don’t need a complex forensic investigation every time; sometimes, simple techniques like the 5 Whys, a fishbone (Ishikawa) diagram, or a focused brainstorming session with the right people are all it takes. The key is to approach RCA consistently, document your findings, and feed them back into your Problem Management process so each resolution moves you a step closer to long-term stability.
5. Document known errors and workarounds
As mentioned earlier, not every problem gets an immediate fix. When you’ve identified the root cause but need more time (or a change request) to implement a permanent solution, make sure to log it as a known error and clearly document any available workaround.
This allows your service desk to respond faster to related incidents and reduces user frustration. A well-maintained Known Error Database (KEDB) becomes one of your most powerful tools for speeding up resolution times and easing pressure on the support team.
6. Use automation wherever it helps
Problem Management involves a lot of repetitive tasks (linking tickets, gathering logs, assigning problems) and automation can take a huge load off your team’s shoulders. Most ITSM tools already include automation rules or scripting capabilities that can detect patterns (like multiple related incidents), trigger alerts, assign tasks, or even update records in bulk.
By automating these routine steps, you reduce manual effort, speed up the process, and minimize the risk of things slipping through the cracks.
7. Bring AI into the mix
AI (artificial intelligence) might not solve your problems for you, but it can definitely help you get there faster. From identifying trends in logs to surfacing potential root causes, AI can dig through mountains of data and highlight what matters most. Some tools even suggest resolutions based on past incidents or flag likely issues before they happen.
And on the service desk side, AI-powered suggestions can point agents to known errors or workarounds as they log incidents, feeding right back into your Problem Management process. Bottom line: AI is your new sidekick — fast, smart, and always working.
8. Choose a tool that supports your workflow
Your Problem Management process is only as strong as the tool behind it. A dedicated Problem Management solution or an ITSM software should support your workflow, connect seamlessly with Incident and Change Management, and make life easier for everyone involved.
If you're still relying on spreadsheets and email threads, it's probably time for an upgrade. Tools like InvGate Service Management offer an integrated, ITIL-aligned solution that simplifies problem tracking, links related tickets, and helps your team stay proactive — all without the overhead of a bulky enterprise system.
9. Review and learn from closed problems
Closing a problem ticket shouldn’t be the end of the story. Take a few minutes to run a quick post-resolution review — what caused the issue, what worked, what didn’t, and how it could be handled better next time.
These reviews don’t have to be formal or time-consuming, but they’re incredibly valuable for spotting process gaps, improving response strategies, and preventing similar problems in the future. The key is to document those lessons and feed them back into your knowledge base or team playbook.
“If you want good data, you need to value the data. Show agents that the time they spend documenting tickets actually leads to improvements.”
Brian Skramstad - ITSM Principal at Allianz Technology
10. Keep communication open and cross-functional
Problems rarely stay in one lane — they often span multiple systems and teams. That’s why good communication is critical. Make sure your network, infrastructure, security, and app teams aren’t working in silos.
Encourage cross-team collaboration, open status sharing, and regular syncs (even quick ones) to keep everyone aligned. When people share knowledge and work together, problems get solved faster, and your IT culture becomes more resilient and connected.
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