AI problem management: The problem behind your incidents, found before anyone goes looking.
ITIL problem management with AI built in. Recurring incidents are clustered as they arrive and surface as problem candidates, with the evidence attached and one click to raise the record.
How it's different: The pattern finds you.
Most problem management starts when someone runs a trend report. Here the pattern finds you.
Spotted, not hunted
Incidents are clustered by what they describe, not just their category. Each cluster carries a ticket count, confidence score and growth rate, and the AI recommends a problem, a major incident or dismiss.
proactive and reactiveRoot cause, tracked to closure
Raise the problem with every linked incident already attached. Recurrence, steps to recreate, impact, probability of recurrence, workaround and root cause are captured on one record, owned and assigned.
ITIL problem recordFixed once, deflected after
Matches against the known error database surface the workaround on new incidents. A solved problem drafts the known-error entry and a knowledge article, so the next one resolves itself.
KEDB + knowledge- Reactive and proactive problem management
- Incident-to-problem linking
- Root cause analysis and tracking
- Known error database (KEDB)
- Workarounds and permanent fixes
- Impact and priority assessment
- Problem-to-change linking
- Problem owner, assignee and groups
Compared: Compared with a typical problem management tool.
| Typical problem management | Rezolve.ai | |
|---|---|---|
| Finding problems | Trend reports, or someone noticing the same ticket again | Clusters detected as incidents arrive, with confidence and growth rate |
| Linking incidents | Agents link tickets by hand | Every related incident attached when the problem is raised |
| Known errors | KEDB written after the fact, if at all | Known-error entry and knowledge article drafted when the problem is solved |
| New matching incidents | Investigated again | Workaround surfaced, or self-deflected |
Problem management starts with good incident data. See AI incident management, or read incident vs problem vs change management.
Straight answers: IT problem management, answered.
What is problem management in ITIL?
Problem management is the ITIL practice of finding and removing the underlying cause of incidents. Incident management restores service; problem management stops the same incident coming back, by identifying the root cause, recording a known error and workaround, and driving a permanent fix through change.
What is the difference between incident and problem management?
An incident is a single disruption, fixed as fast as possible. A problem is the cause behind one or more incidents, investigated until it's understood and removed. In Rezolve.ai the two are linked automatically: recurring incidents surface as a problem candidate with every related ticket attached.
What is the difference between reactive and proactive problem management?
Reactive problem management starts after incidents have happened, usually a major incident or a recurring pattern. Proactive problem management finds weaknesses before they cause more disruption. Rezolve.ai does both: clusters are flagged as they form, with a growth rate, rather than after someone runs a trend report.
What is a known error database (KEDB)?
A record of problems whose root cause or workaround is known. When a new incident matches a known error, the workaround is applied immediately instead of investigated again. In Rezolve.ai, solving a problem drafts the known-error entry and a knowledge article, so matching incidents can self-deflect.
How does AI identify a problem?
Rezolve.ai clusters incoming incidents by what they describe, not just their category. Each cluster gets a ticket count, a confidence score, a growth rate and a recommendation: raise a problem, declare a major incident, or dismiss. A person makes the call with one click.
Does Rezolve.ai problem management work with ServiceNow or Jira Service Management?
Rezolve.ai problem management runs on Rezolve.ai's own ITSM system of record, with the AI built in. Teams that stay on ServiceNow, Jira Service Management or Freshservice can use Rezolve.ai's AI and automation layer with their existing ITSM instead.
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