ITIL Problem Report Template

by Rahulprasad Hurkadli

Problem reports in ITIL practices help organizations identify and address recurring IT issues, leading to improved service delivery and customer satisfaction. These reports facilitate communication and collaboration between different ITIL disciplines, and by analyzing and resolving the problems they document, organizations can enhance IT infrastructure stability and performance. Ultimately, this results in increased productivity, reduced costs, and improved customer satisfaction.

Understanding the Importance of Problem Reports in ITIL

  • Identification and Documentation: Problem Reports provide a structured and standardized way to identify and document incidents that recur or have a significant impact on business operations. These reports capture essential details such as the problem description, incident history, priority, affected systems, and potential causes.
  • Root Cause Analysis: Problem Reports facilitate a systematic analysis of the underlying causes behind recurring incidents or problems. By documenting all relevant incident details, including dates, times, symptoms, and affected components, IT teams can identify common patterns and identify the root cause(s) for further investigation.
  • Proactive Problem Management: Problem Reports help organizations adopt a proactive approach to problem management. By identifying recurring incidents and analyzing their underlying causes, organizations can proactively address these issues, reducing the impact of future incidents and preventing service disruptions.
  • Trend Analysis and Reporting: Problem Reports enable trend analysis to identify patterns, emerging issues, and potential risks within the IT infrastructure. By tracking and analyzing incident data over time, organizations can detect recurring problems, determine their frequency, and prioritize resources for remediation efforts.
  • Service Improvement: Through analysis and resolution of problems identified in Problem Reports, organizations can improve their overall service management processes. Addressing the root causes of incidents helps eliminate unnecessary workarounds, reduce downtime, increase operational efficiency, and enhance the overall quality of service delivery.
  • Risk Management: Problem Reports aid in identifying and mitigating risks associated with IT infrastructure. By identifying recurring incidents and analyzing their causes, organizations can determine potential risks that may impact business operations. This allows them to implement appropriate measures to reduce and control these risks effectively.

Features and Benefits of a Well-Designed Problem Report Template

  • Clear and organized structure: A problem report template should have a clear and organized structure that allows for easy identification and categorization of different issues. This makes it easier for the person reporting the problem to articulate their concern and for the recipient to understand and address it.
  • Standardized format: A problem report template provides a standardized format for reporting issues. This ensures that all necessary information is included and reduces the chances of essential details being missed. It also makes it easier for the recipient to review and address multiple problem reports consistently.
  • Comprehensive details: A well-designed problem report template prompts the reporter to provide all relevant information about the problem. This includes a clear description of the issue, its impact, steps to reproduce it, and any additional comments or suggestions. Including these details ensures that the recipient can fully understand and address the problem.
  • Easy to use: A problem report template should be user-friendly and easy to fill out. It should have clear instructions and prompts that guide the reporter through the process of reporting the problem. This simplicity encourages more users to report issues and helps ensure that all necessary information is captured.

The Key Sections and Elements of an Effective ITIL Problem Report Template

  • Header: This section includes the name of the problem report template, the contact information of the person responsible for creating the report, and the date of creation.
  • Problem information: This section provides a brief description of the problem, including its nature, impact, and any related incidents or symptoms.
  • Problem details: Here, you will find a more detailed explanation of the problem, including its root cause, any known workarounds or temporary fixes, and the history of the problem (if it has occurred before).
  • Incident details: If the problem has caused any incidents, this section includes information about the incidents, such as their date, time, location, affected users, and any other relevant details.

Tips for Customizing and Utilizing the Free ITIL Problem Report Template

  • Customize the template: The first step is to tailor the template to fit your organization's specific needs. Add or remove fields as required, and modify the layout to align with your preferred reporting format.
  • Include relevant information: Make sure to capture all relevant details about the problem, including a clear and concise description, the impact on business operations, the date and time of occurrence, and any known workarounds.
  • Categorize problems: Use a consistent categorization scheme to classify problems based on their nature or impact. This will help in analyzing trends and identifying recurring issues.
  • Prioritize problems: Assign priority levels to each problem based on its urgency and impact. This will help ensure that critical problems are addressed promptly and minimize their impact on business operations.
  • Provide detailed analysis: Enrich the problem report with a thorough analysis of the root cause. This may involve conducting a problem investigation, gathering relevant evidence, and consulting subject matter experts. Clearly document the underlying cause to facilitate effective problem resolution.


In today's fast-paced world, businesses need streamlined ITIL practices. A problem report template is essential for identifying and addressing issues. It allows IT professionals to communicate and document problems effectively. Using a high-quality template provides benefits such as capturing all relevant information, promoting consistency and collaboration, and improving efficiency.