A service provider wants to separate records for problems under investigation and for known errors.

Workflow management and collaboration toolsare used to track and manage the different statuses of problems, including problems under investigation and known errors. These tools help ensure that problems and known errors are handled using predefined workflows, allowing for clear separation of records. This also ensures that problems are moved through the correct processes until they are either resolved or logged as known errors​​.

Monitoring and event management toolstrack events and incidents but are not specifically designed for managing problem records.

Knowledge management toolsstore and provide access to information but do not manage workflows.

Service configuration management toolsmanage the configuration of services and assets, but they do not directly manage problem and known error records.