Determining areas for problem investigation

The goal of Problem Management is to minimize the number of incidents and reduce the impact of incidents that the Service Desk has to manage. The proactive problem management process starts with identifying the clusters of incidents in historical ticket data to target areas for root cause analysis and incident reduction.

Action	Reference
Identify the frequently recurring incidents	Proactive problem management and Resolution insights overview
Perform root cause analysis	Managing clusters
Create and share presets	Managing clusters
Create and run jobs	Configuring job settings for proactive problem management