What is Problem Management in the ServiceNow ITSM module?

 As discussed before, in a company with, let's say, 10,000 people, everyone has some sort of devices that they need to do their jobs. These could be printers, computers, laptops, iPads etc. And these devices can have all sorts of problems from software problems to hardware problems. As discussed before, Incident management was about solving the problem as quickly as possible and getting the system up and running without diving deeper and finding the root cause of the problem. Problem Management is where we dive deep into the problem, identify the root cause of the problem, i.e. we try to find out, why the problem occurred, so that we can solve that root cause and thus, prevent the problem from happening again.


To summarize, incident management is where the main goal is to get the broken system up and running without taking a deep dive into the problem and finding its root-cause. Problem management is where we do the root-cause analysis to find the root cause of the problem so that we can solve the root cause and prevent the problem from occurring again.

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