Problem Management
Identify root causes, prevent recurring incidents, and improve service reliability — with structured workflows and integrated analysis across your IT environment.
Product Overview
Eliminate Root Causes and Prevent Recurring Issues
SmartSuite’s Problem Management software provides a structured, scalable system to identify root causes of incidents and prevent them from recurring. It enables organizations to move beyond reactive incident resolution to proactive service improvement.
Teams can analyze incident patterns, investigate underlying issues, and track problem records through a centralized system of record. By linking problems to incidents, assets, and systems, organizations gain the context needed to identify systemic weaknesses.
SmartSuite delivers real-time visibility into recurring issues and root causes, enabling teams to prioritize fixes that have the greatest impact on service reliability.
As part of SmartSuite’s connected platform, Problem Management integrates directly with:
- Incident Management for identifying recurring issues
- Service Desk & Request Portal for tracking tickets and trends
- Knowledge Management for documenting known errors and solutions
- Enterprise Assets & Structure for system and ownership context
- Change Management (future/optional) for implementing fixes
This ensures problems are not isolated—but part of a continuous improvement lifecycle.
The product supports a wide range of use cases, including:
- Root cause analysis and investigation
- Known error tracking and documentation
- Trend analysis and recurring issue detection
- Continuous service improvement initiatives
The result is a problem management process that is:
- Proactive and prevention-focused
- Insight-driven and data-backed
- Integrated with service and operational workflows
What is Problem Management?
Problem Management is the process of identifying and resolving the root causes of incidents to prevent them from recurring. It enables organizations to improve service reliability, reduce incident volume, and drive continuous improvement across IT operations.
Core Capabilities
SmartSuite’s Problem Management product provides the capabilities required to analyze, track, and resolve underlying issues across systems and services.
Problem Identification & Tracking
Capture and manage problem records linked to recurring incidents.
Root Cause Analysis (RCA)
Investigate underlying causes using structured analysis workflows.
Incident Correlation & Trend Analysis
Identify patterns across incidents to detect systemic issues.
Known Error Database (KEDB)
Document known issues and solutions for reuse and faster resolution.
Corrective Action Tracking
Assign and monitor remediation efforts to resolve root causes.
Asset & System Context Integration
Link problems to systems, applications, and ownership structures.
Knowledge Integration
Convert solutions into knowledge articles for future use.
Dashboards & Problem Analytics
Track trends, recurring issues, and resolution effectiveness.
Workflow Automation
Automate problem detection, escalation, and tracking processes.
The Problem Management Lifecycle
SmartSuite supports the full problem lifecycle — from identification through resolution and prevention.
Identify Problems
Detect recurring incidents and underlying issues.
Analyze Root Cause
Investigate causes using structured RCA methods.
Document Known Errors
Record findings and solutions for reuse.
Implement Fixes
Coordinate corrective actions across teams.
Monitor & Improve
Track effectiveness and prevent recurrence.
Connected IT Service Management Ecosystem
SmartSuite connects problem management with incidents, knowledge, and operational workflows — enabling continuous improvement across service delivery.
Capture and resolve incidents with structured workflows, real-time visibility, and integrated response across risk, compliance, and operations.
Centralize and deliver knowledge across service workflows with structured content, real-time access, and integration into support and operations processes.
Identify, prioritize, and remediate vulnerabilities across systems and applications with automated workflows, SLA tracking, and real-time operational visibility.
Plan, approve, and implement changes with structured workflows, risk controls, and real-time visibility across systems and services.
Who This Product Is For
Problem Management supports IT, operations, and service teams focused on improving reliability and reducing recurring issues.
Frequently Asked Questions
Answers to common questions about SmartSuite’s pricing models, plan options, and onboarding programs.
Incident management focuses on restoring service as quickly as possible, while problem management focuses on identifying and resolving the root cause of those incidents. Incident management is reactive, whereas problem management is proactive and aimed at preventing future disruptions.
By identifying recurring issues and addressing their root causes, problem management eliminates the underlying problems that generate incidents. Over time, this leads to fewer incidents, improved system stability, and reduced workload for support teams.
A known error database is a repository of documented problems and their solutions. It allows teams to quickly identify known issues and apply proven fixes, reducing resolution time and improving consistency.
Yes. SmartSuite can automatically identify trends, trigger problem records, and route issues for investigation. Automation helps ensure that recurring problems are detected and addressed quickly.
Problem management uses incident data to identify patterns and recurring issues. Incidents can be linked to problems, allowing teams to track relationships and resolve underlying causes.
Through structured workflows such as root cause analysis (RCA), teams can analyze incidents, system data, and dependencies to determine the source of issues.
Yes. SmartSuite supports large-scale environments with multiple systems, teams, and locations, enabling consistent problem management across the organization.
By eliminating root causes and preventing recurring issues, problem management improves system stability, reduces downtime, and enhances overall service performance.
Eliminate Root Causes and Improve Service Reliability
SmartSuite helps IT teams identify, analyze, and resolve underlying issues—reducing incidents and improving long-term service performance.