ITIL Problem Record Template

by Rahulprasad Hurkadli

ITIL (Information Technology Infrastructure Library) is a set of best practices for managing and delivering IT services. One important aspect of ITIL is problem management, which involves identifying and resolving the underlying causes of IT incidents to prevent future occurrences. To facilitate the process of problem management, organizations can use problem record templates. 

 Understanding Problem Records

  • Analyzing trends and patterns: Problem records help in identifying recurring or common issues that may require attention and improvement. They provide insight into the root causes of incidents and help prevent future occurrences.
  • Prioritizing and allocating resources: Problem records can help organizations prioritize their resources by determining which issues have the most significant impact on the business and need immediate attention. This ensures that the most critical problems are resolved first, minimizing disruptions to the organization's operations.
  • Facilitating collaboration: Problem records provide a centralized repository of information related to incidents, enabling collaboration between different teams or departments involved in resolving the issue. This promotes effective communication and coordination, ensuring that all relevant parties are aware of the problem and contributing to its resolution.
  • Tracking and managing resolution progress: Problem records track the progress of resolving the issue, documenting the steps taken, and recording the resolution or workaround implemented. This information can be valuable for future reference, as well as for analyzing the effectiveness and efficiency of problem resolution processes.
  • Communication and transparency: Problem records help in communicating with stakeholders, such as end-users or management, about the status of ongoing problems. They provide transparency by keeping all parties informed about the situation, the steps being taken to resolve it, and the expected timelines for resolution.

 Importance of Problem Record Templates

  • Consistency: Problem record templates provide a consistent structure and format for documenting and tracking problems. This consistency promotes clarity and ensures that essential information is captured uniformly across different problems.
  • Efficiency: Templates streamline the problem management process by providing predefined fields and sections for capturing relevant details. This reduces the time and effort required to document and analyze problems, enabling faster identification and resolution.
  • Standardization: Problem record templates can be designed to incorporate industry best practices or customized to align with an organization's specific problem management guidelines. This standardization promotes adherence to established procedures, enhancing the quality and reliability of the problem resolution process.
  • Comprehensive documentation: Templates offer a systematic approach to capturing all necessary information related to a problem. This includes details such as problem categorization, impact assessment, root cause analysis, resolution steps, and lessons learned. Having comprehensive documentation is essential for effective problem analysis, trend identification, and future prevention.
  • Communication and collaboration: Problem record templates facilitate effective communication and collaboration among team members involved in problem resolution. The standardized format makes it easier for different individuals or teams to review and understand the problem details, ensuring everyone is on the same page and fostering collaborative problem-solving efforts.

Importance of using pre-designed templates for problem records

  • Consistency: Templates ensure that all problem records follow a standardized format and structure. This helps in achieving consistency across different problem records and makes it easier to compare and analyze them.
  • Time-saving: Templates provide ready-made formats that can be quickly filled out with relevant information. This saves time and effort in creating problem records from scratch for each new issue.
  • Completeness: Pre-designed templates often include all the necessary fields and sections to capture essential information related to a problem. This ensures that all the relevant details are included, reducing the risk of missing important information.
  • Standardization: Templates can help in standardizing the documentation and reporting process for problem records. This makes it easier for different teams or individuals to understand and work with the records, promoting effective communication and collaboration.

Factors to consider when choosing the right template for your needs

  • Purpose: Consider the specific purpose of your template. Is it for a business presentation, a personal website, a resume, or a blog? Different templates are designed for different purposes, so choose one that aligns with your specific needs.
  • Design and Layout: Look for a template with a design and layout that matches your desired style and brand image. Consider factors such as color scheme, typography, and overall aesthetics. A visually appealing template will help create a positive first impression for your audience.
  • Customizability: Assess the level of customization options available with the template. Can you easily modify colors, fonts, and layouts to fit your needs? A highly customizable template will allow you to personalize it and make it unique to your requirements.
  • Responsiveness: In today's mobile-first world, it is essential to choose a template that is mobile-responsive. Ensure that the template you select adapts well to different screen sizes and provides a seamless user experience across various devices.
  • User-Friendliness: Consider the ease of use of the template. Is it intuitive to navigate and modify? If you have limited technical expertise, look for templates with drag-and-drop features or user-friendly interfaces, which make customization easier.

Tips for customizing the template to fit your organization's needs

  • Identify your organization's specific requirements: Before making any changes to the template, take the time to understand your organization's unique needs. Consider factors such as the industry you operate in, your target audience, and your specific goals. This will help you determine which sections of the template to modify or add to.
  • Remove irrelevant sections: Review the template and remove any sections or elements that are not relevant to your organization. This will make the template more streamlined and focused on your specific needs.
  • Add or modify sections: If there are sections missing from the template that are important for your organization, add them. For example, you may want to include a specific section for testimonials, case studies, or client portfolios. Similarly, modify existing sections to better reflect your organization's messaging and branding.
  • Personalize the colors and fonts: Customize the template's colors and fonts to match your organization's brand identity. Use the colors and fonts that are consistent with your logo, website, and overall marketing materials. This will create a cohesive and professional look for your customized template.
  • Insert your organization's logo: Replace the template's default logo with your own organization's logo. This will help reinforce your branding and make the template feel more personalized.

Best Practices for Using Problem Record Templates

  • Customize the template: Make sure to customize the problem record template to fit your organization's specific needs and requirements. This may include adding or removing fields, sections, or categories to capture relevant information.
  • Use consistent naming conventions: Establish clear and consistent naming conventions for the problem record templates. This will make it easier for users to identify and select the correct template for recording and managing problems.
  • Include relevant information: The problem record template should include all pertinent information about the problem, such as a clear description, impact analysis, affected systems or components, and any known workarounds or solutions. This will ensure that all relevant details are captured and can be easily referenced in the future.
  • Follow a standard format: Maintain a standardized format for the problem record template across the organization. This will make it easier for users to navigate and understand the information recorded in the template.
  • Provide clear instructions: Include clear instructions or guidance within the problem record template to help users accurately fill in the required information. This can include explanations of specific fields, examples, or guidance on how to assess and classify the severity or urgency of the problem.


In conclusion, a free download of an ITIL Problem Record Template can be a valuable resource for organizations implementing the ITIL framework. Problem records are essential for documenting and managing IT problems, their root causes, and steps taken to resolve them. By utilizing a template, organizations can ensure consistency and completeness in capturing and managing problem records.