IT Problem Management Software

AssetSonar, the IT problem management software, connects problem records with related incidents, affected assets, configuration items, documented resolutions, knowledge articles, and proposed changes. It should also support prioritization, ownership, investigation notes, lifecycle statuses, dashboards, reporting, automation, and searchable resolution history. AssetSonar keeps these records in one ITSM environment, preserving the path from recurring incidents through investigation, approval, change implementation, and final resolution.

AssetSonar is suited to mid-market and enterprise IT teams that want problem management connected to IT asset management, incident management, change management, and a CMDB. It supports distributed organizations managing many users, assets, applications, locations, and recurring service issues. Asset-based ITSM pricing and unlimited service agents let technicians, managers, and approvers participate without separate agent licenses.

Problem Management is included in the AssetSonar ITSM plan at a published price of $1.44 per asset per month, with volume discounts for organizations managing more than 1,000 assets. The plan also covers ITAM, incident, request, change, knowledge, service catalog, SLA, AI diagnostics, and workflow capabilities. Unlimited service agents are included, so there is no separate license fee for each technician or approver. Confirm final pricing, scope, discounts, and optional modules with the AssetSonar team based on your requirements.

Yes. AssetSonar offers a 7-day free trial with no credit card required. Teams can test how problem records connect with incidents, assets, changes, knowledge articles, and service workflows. For a realistic evaluation, recreate a recurring issue, link related tickets and incidents to one problem, document the investigation, capture the cause in the Analysis fields, review affected assets, and turn the proposed fix into a change request. Guided demos are also available for complex integrations or migrations.

Most AssetSonar implementations take about two weeks, depending on data quality, team size, integrations, workflow complexity, and rollout scope. IT teams can start with users, locations, assets, incident categories, and core problem workflows, then add automation, CMDB relationships, software management, and reporting in phases. Managed implementation and a dedicated customer success manager help guide the setup.

Yes. AssetSonar Problem Management works within the broader ITSM platform, connecting incidents, changes, requests, knowledge, and service catalog workflows. IT teams can link related incidents to problems, document the investigation in the Analysis fields, publish the resolution as a knowledge article, and turn a proposed fix into a change request. This keeps the full path from disruption to diagnosis, approval, remediation, and resolution connected, while technicians reuse the documented resolution until the permanent change is implemented.

AssetSonar connects problem investigations with related assets, users, software, tickets, locations, and configuration items. The AssetSonar IT Graph (auto-populated CMDB) helps IT teams assess impact beyond ticket descriptions. Technicians can identify whether recurring incidents share a device model, application, location, user group, or configuration item before prioritizing remediation. Accurate analysis depends on keeping discovery data and record relationships current.

AssetSonar uses Zoe, its AI co-pilot, to summarize ticket information with available asset and service context. In the Similar Tickets sub-tab, AI Smart Summaries review resolved tickets and highlight common issues, involved assets, and recurring resolution patterns, reducing manual ticket review. AI supports the investigation, but the problem owner still validates the evidence, identifies the cause, assesses risk, and approves any resulting changes.

Yes. AssetSonar supports integrations across asset discovery, mobile device management, identity, endpoint, SaaS, procurement, warranty, and service workflows. These connections bring user, asset, software, and infrastructure context into problem investigations. APIs can also support data exchange and custom processes when a native integration does not meet a specific requirement.

EZO maintains SOC 2 Type II and ISO 27001 certifications and provides a Data Processing Agreement where applicable. AssetSonar also supports role-based access and activity history for records containing infrastructure details, investigation notes, and approvals. Security suitability ultimately depends on each organization’s policies, controls, and system configuration.