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What is Problem Management?
Problem Management helps to identify the cause of an error in the IT infrastructure that is usually reported as occurrences of related incidents. Resolving a problem means fixing the error that will stop these incidents from occurring in the future. <br> <br> Problem resolution and elimination of root cause often call for applying a change to the configuration item in the existing IT environment. <br> <br> The Service-Now platform supports the Problem Management process with capabilities to record problems, create knowledge from problems, request changes, assign to appropriate groups, escalate, and manage through to resolution and reporting.
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