Problem Management
Move away from reacting to incidents to a proactive identification and effective resolution of underlying problems before they cause costly service disruptions.
Stay proactive
Identify underlying causes of incidents and reduce incident volume
- 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
Conduct root cause analysis to prevent incidents from recurring
- Speed up your root cause analysis with immediate access to related Configuration Items (CIs) via real-time CMDB relationships.
- Diagnose problems based on service configuration reviews.
- 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. 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.
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.
- 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 the 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.
Gain control over problems
Understand problem trends and undeniably 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.
