When incidents arise, they have the potential to create problems for organizations, which can quickly lead to reduced service availability, loss of productivity, and underutilized employees. ITCC’s Problem Management module works together with our Incident Management module, enabling IT personnel to quickly identify, log, and mitigate problems before they evolve into major issues.
Our Problem Management module enables you to increase service availability, improve service quality, and increase productivity across the organization.
Problems are detected in a number of ways, including through integration with the Incident Management module. Problems can also be entered manually, through a Problem Record. Problem Records include the impact of the problem, the urgency for resolution, and a priority level.
The system is also capable of detecting problems proactively, through a process called incident trending.
The system enables your team to perform an investigation into the root cause of the problem. It provides access through search functionality to historical records, as well as known error data, both of which can be used during the investigation.
Findings from the investigation are recorded in the log and can be used to prevent similar IT infrastructure issues from arising in the future.
Any workarounds that are found to deal with the issue are also recorded in the Problem Management module, providing a fast solution if the problem should occur again.
Major problems can be escalated using the module’s configurable escalation rules, reassigning the problem to more experienced problem resolution teams. The system also facilitates management and documentation of major problem reviews.
The system maintains a tiered problem classification schema, allowing for the identification of a problem with a service, system, and component. Problems are classified by category and can be attached to a service or CI, ensuring that the classification is consistent across the organization.
Like all modules within the ITCC platform, Incident Management includes a robust toolset that facilitates communication, simplifies use, makes it easy to track progress at a glance.
TCC is a flexible system that allows easy customization in many different ways to meet our ever-changing needs.
The ITCC support team is amazing. They are quick to provide continuous support and are attentive to our needs, offering creative ideas and flexible tools.
Asaf Yosovich, Outbrain
Schedule your IT Problem Management demo today and start improving your processes tomorrow!
Phone:
+972 (0)9 891 3134
Email:
[email protected]
Our Singapore partner:
Athena Dynamics Pte Ltd
8 Penjuru Lane, Singapore 60918
+65 84311778
+65 91370722
[email protected]
https://athenadynamics.com/
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