Tools and Software for Effective Problem Management in ITIL

Keeping up with the latest developments in the ITIL (Information Technology Infrastructure Library) is crucial for any organization. When it comes to providing uninterrupted IT services, nothing is more important than ITIL’s Problem Management process. Acquiring the ITIL Certification requires an in-depth familiarity with Problem Management and its role within ITIL. In this blog, we will look into ITIL Problem Management and the tools and software that can help in your path to ITIL certification.

The Essence of ITIL Problem Management

Let’s get a feel for ITIL Problem Management before diving into the software and tools. ITIL describes this procedure as one that seeks to eliminate events by getting to the bottom of what caused them. ITIL Problem Management isn’t just about band-aid solutions; it’s about getting ahead of problems before they ever arise.

Choosing the Right Tools and Software

Choosing the right hardware and software for ITIL Problem Management is like stocking a toolbox for a master builder. Let’s take a look at five of the best ways you may improve your ITIL Problem Management process:


ServiceNow, a market leader in IT Service Management (ITSM), provides an extensive set of ITIL-compliant resources. It is well suited for ITIL issue Management due to its proficiency in incident and issue management. The platform’s incident monitoring and reporting features make it easier to locate and fix the source of any problems.

JIRA Service Management

JIRA Service Management is a flexible and powerful ITIL Problem Management application. It’s easy to use and works well with other Atlassian products, so you can manage incidents, make changes, and solve problems all in one place. Its adaptability lets organizations develop unique procedures that adhere to ITIL standards.


BMC Helix ITSM is a complete solution for ITIL Problem Management thanks to its many ITIL-compliant modules. Because of its sophisticated automation features, it is easier to see patterns of trouble and put permanent fixes in place. The platform’s intuitive design also makes it easier for IT departments to work together.

SolarWinds Service Desk

The SolarWinds Service Desk is an ITSM system available in the cloud. It has advanced features for managing incidents and changes and fixing issues. The software’s user-friendliness and automated capabilities make it possible to deal with incidents more quickly.


When it comes to ITIL Problem Management, Zendesk is an adaptable customer service and ITSM platform. It’s a great place for IT teams to work together to find and fix issues quickly. Users are able to resolve issues on their own with the help of Zendesk’s knowledge base and self-service features.

The Benefits of ITIL-Compliant Software

There are several benefits to using ITIL-compliant software for Problem Management:

  1. Efficiency: Incident and problem management are streamlined by ITIL-compliant software, resulting in less time and effort spent fixing problems.
  2. Consistency: The ITIL framework offers a standardized method for handling problems that help to ensure uniformity and the use of best practices.
  3. Risk Mitigation: Reducing the likelihood of more events by identifying their sources and fixing them is one method of risk mitigation.
  4. Improved Reporting and Analytics: ITIL-compliant software often includes sophisticated reporting and analytics tools. As a result, businesses may better understand recurrent issues and make data-informed choices for ongoing enhancement.
  5. Enhanced Collaboration: Tools that adhere to ITIL standards generally make it easier for IT departments to work together. They provide a unified forum for discussion and data exchange, facilitating effective collaboration for issue resolution.

Maximizing the Value of ITIL Certification

Be sure to keep in mind the importance of ITIL Problem Management as you work towards your ITIL certification. All of the tools mentioned above are great assets that will help speed up this procedure. While many of these choices would make a good starting point, it’s vital that you modify them to fit the demands of your firm.

Continuous Improvement

ITIL Problem Management is not a one-and-done task but rather an iterative cycle of improvement. Maintaining the efficacy of your ITIL Problem Management software and solutions requires regular evaluation. Listen to the input of your IT staff and end users, and be ready to make adjustments.


With ITIL certification, thanks to Problem Management, you can be sure that your IT services will be delivered without a hitch. You can improve your Problem Management process, lower the likelihood of further incidents, and show your dedication to ITIL best practices by using the correct tools and applications. Keep in mind that if you want to pass the ITIL certification exam, one of the most important things you can do is to adopt ITIL Problem Management. Continue to be vigilant and productive so that interruptions in IT services become a thing of the past.