Problem Management

Problem management is the set of processes and activities responsible for managing the lifecycle of all problems that could happen in an IT service. Cherwell includes extensive Problem Management capabilities including the ability to create Problems manually, spawn them from Incident or Change Request records, or from Network or Security Events.  Problem records can be linked to Services, Configuration Items, Incidents and Change Requests to allow staff to gain a full understanding of any particular problem and the impact it has on the organisation. The ability to link an unlimited number of Incidents to a Problem, create or link an associated Change Request, then resolve all linked Incidents en masse once a workaround or permanent solution has been found ensures that issues are managed consistently and communicated effectively at all stages of the Problem lifecycle.