Problem Management Powered by ITIL

With Alloy Navigator. Eliminate costly service interruptions by automating problem management and identifying and resolving underlying issues effectively

Catch problems early and
prevent incidents
before they occur

Alloy ITSM platform helps you identify and diagnose the root cause of incidents and determine the resolution of underlying problems. Restore affected services with a minimal impact and prevent future downtime with our problem management software, tightly integrated with incident management, change management, and knowledge management for effective and quick resolution.

Benefits of problem management

Understand problem trends and improve your problem management process

Gain better control over problems with a detailed audit trail.
Monitor all incident and problem related activities with real-time dashboards.

Identify problem trends with an array of prepackaged reports.
Visualize and monitor the overall quality of your problem management process using out-of-the-box charts and data views.

Problem and incident: connect the dots

Incident management and problem management integrated

Analyze incidents and identify the underlying problems proactively to minimize service disruptions.
Reduce time and effort by logging and cross-referencing problems directly from an incident in one click.
Facilitate incident resolution by linking similar incidents to their root problem.
Keep all the relevant problem details, related incidents, and CMDB references in one place to have a holistic view of the issue.
Automatically notify your Service Desk engineers about detected problems to avoid duplication of troubleshooting efforts.

Understand the root cause of incidents

With inter-related ITIL processes

IT asset management: Speed up your root cause analysis with immediate access to related Configuration Items (CIs) via real-time CMDB relationships. Gain a complete picture of affected services and the underlying IT infrastructure with an interactive relationship map. The map displays all related CIs, incidents, and change requests. Speed up problem investigation by running your favorite network diagnostic tools directly from problem tickets.
Knowledge management: Remote into affected devices, search your internal knowledge base, Microsoft knowledge base, or just google for solutions – use our ready-to-use integrations or create your own.

Customize the default problem management process to suit your needs with ease.

Learn more about automated approvals

Card with relationships between problems and CIs

Document and organize solutions

Collect solutions and communicate them to the right people

Devise temporary workarounds and immediately share them with your colleagues to restore affected services as soon as possible.
Integrate knowledge management and problem management, document workarounds and permanent solutions and publish them in the integrated knowledge base with a single click.
Convert effective workarounds into permanent solutions and classify such problems as known issues, so your technicians can quickly identify and fix future occurrences of similar issues.
Share your team’s problem-solving experience with anyone who needs it.
Initiate change requests with a single click to trigger a change process for a long-term resolution of underlying issues.

Automate problem management workflow

Leave the process to automation and focus on problem resolution

Increase productivity and improve your team’s time management with the smart auto-prioritization of problems based on their impact, urgency, and other parameters.
Never miss a deadline with automated reminders.
Automate the assignment of problem tickets based on technicians’ rank, skill, and workload.
Keep stakeholders updated on every step to a successful problem resolution.
Automatically close associated incidents when the root problem has been resolved.
Rely on the automation to close all resolved problems and take them off your radar after an established period of time with no reoccurring incidents.
Easily fine-tune the parameters of our default, out-of-the-box problem workflow to match your operational needs.
Add your own statuses, lifecycle stages, and workflow steps to customize the problem management workflow as your business requires.

Two stylized people examine a potted plant whose ticket-shaped leaves display exclamation marks, suggesting issue or alert management.

ITIL-based problem management

Works like a clock

The ITIL framework treats problem management as a practice to prevent recurring incidents, and highlights the importance of separating incident management from problem management. Alloy Navigator solution is ITIL compliant: use different sets of pre-configured workflows for problem management and incident management.
When spotting related incidents, quickly generate a problem record with all the incident data connected.
According to ITIL, problem management involves detecting problems and taking responsibility for initiating changes in response to them.
Create a permanent solution through our integration with the change management module. Publish temporary workarounds in the knowledge base (KB), or the known errors database (KEDB).

The flexibility is endless, this product is capable of doing anything you design. It can output to batch files, automate tasks and digitize forms. The only limitation is your imagination.

Mike Gates Infrastructure Manager, Ibstock PLC

Customer service is an art form of sorts, and Alloy knows the meaning of that. Alloy Software goes above and beyond in support of their product.

Alex OliviaVice President Makita, USA

It’s been instrumental in the growth and support of our clients. Ease of use, customization and fantastic support – no matter the request – make Alloy invaluable