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.
Each problem is logged in the Problem Management module. Logs enable users to attach documents and configuration items (CI), as well as problem management processes that can be used to resolve the issue.
Once problems are resolved, the system sends notifications to affected parties, informing them of the solution.
The system also generates both category-based trend reports and incident related reports.
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.
