ITIL : When To Open A Problem Ticket?

by Avinash V

In the ITIL (Information Technology Infrastructure Library) framework, opening a problem ticket is a strategic and systematic process to address the underlying root causes of recurring incidents. A problem ticket is distinct from an incident ticket in that it focuses on investigating, analyzing, and resolving the underlying issues rather than just restoring service. Knowing when to open a problem ticket is essential for maintaining a stable and reliable IT environment.

ITIL : When To Open A Problem Ticket?

A problem ticket is typically opened under the following circumstances:

  • Frequent or Recurring Incidents: When incidents with similar patterns or symptoms occur repeatedly, it's a strong indication that an underlying problem might be causing these incidents. Opening a problem ticket allows IT teams to investigate the commonalities and identify the root cause.
  • Major Incidents or Service Outages: If a major incident or service outage occurs, especially one with a significant impact on business operations, opening a problem ticket is crucial. Resolving the root cause prevents future occurrences and ensures long-term stability.
  • Trends or Patterns: Monitoring and analyzing incident data can reveal trends or patterns that may not be immediately evident. If specific issues emerge across different incidents, it's a sign that further investigation is needed through a problem ticket.
  • Long-Term Stability and Improvement: Problem management is not just reactive but proactive. Even if incidents haven't occurred recently, opening a problem ticket to address potential weaknesses in the IT infrastructure can prevent future disruptions and enhance overall stability.
  • Changes or Releases: Monitoring the environment for any subsequent incidents is essential after implementing changes or releases. If unexpected incidents arise due to changes, opening a problem ticket helps identify any unintended consequences and rectify them.
  • Complex Incidents: Incidents that are complex and require an in-depth investigation to determine the root cause should trigger the opening of a problem ticket. This ensures the issue is thoroughly examined and resolved, preventing its recurrence.
  • User Feedback or Requests: User feedback and requests can provide insights into areas of improvement or potential problems. If users consistently report issues or suggest improvements, opening a problem ticket allows IT teams to address these concerns systematically.
  • Technology Upgrades or Migrations: When planning or executing technology upgrades or migrations, opening problem tickets helps monitor the post-upgrade environment for any unexpected issues.
Opening a problem ticket involves thorough analysis, investigation, and documentation. It includes steps such as identifying the root cause, assessing the impact, formulating a workaround or permanent solution, implementing changes, and conducting post-implementation reviews.

By knowing when to open a problem ticket and following ITIL's problem management practices, organizations can proactively address underlying issues, minimize the recurrence of incidents, enhance service quality, and contribute to the overall stability of their IT environment. This approach aligns IT services with business objectives and ensures a reliable and resilient technology infrastructure.