ITIL ® Problem Management

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Problem Management seeks to proactively minimise issues by identifying and recording problems and known errors within the IT infrastructure. Errors within IT infrastructure can cause repeated problems which have an adverse effect on the business. Problem Management seeks to proactively minimise issues by identifying the underlying cause to help eliminate reoccurrences.

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SupportDesk’s Problem Identification minimises the reoccurrence and severity of Incidents across the organisation. The ability to search for related Incidents and Problems, and single-click assignment of Incidents to Problems maximises effective use of available Specialists resources.

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Using Workarounds for known errors, Service Technicians and Customers can be immediately assisted to keep people working while a complete resolution is identified and applied. Automatic Notification of all affected users when problems are resolved or when workarounds are available reduces the impact on the business. Similarly, immediate closure of associated incidents when problems are resolved saves time and resources.

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Having complete information about Problems and associated Incidents allows Problem trends to be reported on and highlights areas for improvement in IT service availability.

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