IT Staff News ServiceNow

February 5: ServiceNow Problem Management Module Launched

On February 5, 2021, Washington University Information Technology launched the Problem Management module in the ServiceNow for IT support and services (

The Problem Management module manages the lifecycle of problems (the cause or potential cause of one or more incidents), focusing on finding permanent solutions.

ServiceNow general users are not affected by this change.

ITIL users should read the “ITIL Users” section below for further information.

If you are uncertain whether you are a general user or an ITIL user, take a look at What Type of ServiceNow User am I? (PDF).

ITIL Users

ITIL users can find the Problem Management module in the left navigation menu.

The problem management module shown expanded from the left navigation menu of ServiceNow
The Problem Management module in the left navigation menu.

Through the module, you can:

  • View problem tickets (PRB)
  • View articles in the Known Error Knowledge Base
  • Create problem tickets from incidents if you believe the root cause could lead to more incidents 

Please note that you are not required to do anything unless you are a problem coordinator who recently completed training. (A problem coordinator works problem tickets through all lifecycle stages.)

If you are interested in becoming a problem coordinator, talk with your supervisor about whether your team is ready to join Problem Management. If so, email the WashU IT Service Management Office.


The 2-minute Problem Management in ServiceNow video provides a brief overview, including creating a problem ticket.

For a quick reference, view the 1-page Problem Management Quick Guide (PDF).

The ServiceNow Resources for ITIL Users page contains additional documentation, quick guides, and micro-videos.


Email or call us, referencing CHG0033528. For urgent issues, please call us at (314) 933-3333.