ITIL Closure of a Problem Template

by Rahulprasad Hurkadli

The ITIL Closure of a Problem template is a document used to record the final steps taken to resolve an IT service issue. It includes details of the problem, investigation steps, resolution actions, and prevention measures. It also captures information on affected systems, timeline, severity, and root cause analysis.

The template may include temporary workarounds, incident/change requests, and lessons learned. It helps IT teams communicate problem resolution and capture knowledge for future improvement.

The Importance of Using a Standardized Template for Problem Closure

  • Ensures consistency: A standardized template provides a consistent format and structure for closing problems. This ensures that all problems are closed in a similar manner, regardless of who is closing them. Consistency is important as it helps in maintaining quality and clarity in problem closure.
  • Saves time: Having a template means that you do not have to start from scratch every time you close a problem. The template provides a pre-defined structure, which can be quickly filled out with the relevant information. This saves time and effort for the person closing the problem, allowing them to focus on other important tasks.
  • Provides clarity: A standardized template helps in providing clear and concise information about the problem closure. It includes sections for summarizing the problem, actions taken to resolve it, and any follow-up actions needed. This clarity helps in ensuring that everyone involved understands the problem closure and the steps taken to address it.
  • Facilitates communication: A standardized template makes it easier for different stakeholders to communicate and understand the problem closure. Whether it is team members, supervisors, or customers, everyone can quickly grasp the key details of the problem closure by referring to the standard template. This promotes effective communication and reduces the chances of misunderstandings.
  • Supports documentation and knowledge sharing: Problem closure templates provide a standardized format for documenting and storing information about closed problems. This documentation is valuable for future reference, analysis, and learning purposes. It allows organizations to identify trends, recurring problems, and best practices for problem resolution. Standardized templates facilitate the sharing of knowledge and experiences across teams and departments.

Benefits of Downloading a Free ITIL Closure of a Problem Template

  • Time-saving: The template provides a standardized format for documenting the closure of a problem, saving you time and effort in creating one from scratch.
  • Consistency: It ensures that the closure process is documented consistently across different problem resolutions, making it easier to track and analyze ongoing issues.
  • Compliance: The template follows ITIL (Information Technology Infrastructure Library) best practices, ensuring that your problem closure process aligns with industry standards.
  • Documentation: It helps you document essential information related to the closure of a problem, such as the root cause, actions taken, resolution details, and lessons learned. This documentation can aid future troubleshooting and prevent similar problems from recurring.
  • Communication: The template includes sections for capturing details about communication with stakeholders, including the problem owner, service desk, or other relevant parties. This ensures that all stakeholders are informed about the problem closure and any necessary follow-up actions.

How to Effectively Utilize the Template for Problem Closure

  • Understand the problem: Before using a template, make sure you fully understand the problem and its resolution. Analyze the root cause, potential solutions, and any necessary actions required.
  • Choose an appropriate template: Select a problem closure template that aligns with your specific needs. Templates can vary based on the nature of the problem, industry, or organization.
  • Customize the template: Tailor the template to fit the problem you are addressing. Modify sections or add/delete content to make it more relevant and specific to your situation.
  • Provide a clear and concise summary: Begin the closure template with a brief summary of the problem, including key details such as the problem description, its impact, and the timeline of events.
  • Outline the solution: Clearly explain the solution taken to resolve the problem. Include the actions taken, people involved, and any implementation steps required. This section should provide a step-by-step overview of how the problem was resolved.
  • Include supporting evidence: Provide any necessary supporting documents, data, or evidence that validate the effectiveness of the solution. This can include before-and-after metrics, customer feedback, or any other relevant information.


The ITIL Closure of a Problem template is a valuable tool for enhancing problem resolution. It ensures that important information is captured and shared effectively. By following the template, organizations can improve their problem management processes, streamline problem resolution, and prevent recurring issues. 

Additionally, it facilitates knowledge sharing and collaboration by capturing lessons learned and recommendations for future problem prevention. The template also aids in communication and transparency by providing a standardized format for sharing problem resolution updates.