System Center Service Manager : Overview of Problem Management in Service Manager

The objective of Problem Management is to resolve the underlying root cause of incidents and consequently prevent incidents from recurring [ITIL]. Proactive Problem Management aims to identifying and solving Problems and Known Errors before the incidents occur.

The Problem Management Process Management Pack provides basic capabilities to document problems, link incidents and research the problems through basic search capability. Though it does not provide any workflows but the partners could extend it to include automated workflows to automate aspects of problem management process.

System Center Service Manager : Overview of Problem Management in Service Manager