ITSM Service Desk

The primary objectives of problem management in Servicedesk is to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.

Servicedesk Problem Management includes the activities required to diagnose the root cause of incidents identified, and to determine the resolution to those problems. It ensures that the resolution is implemented through the appropriate control procedures, especially Change Management.

Problem Management will also maintain information about problems and the appropriate workarounds and resolutions, so that the organization is able to reduce the number and impact of incidents over time.

Identifies problems and implement changes quickly & efficiently.
Will maintain information about problems and the appropriate workarounds.
Ensures you to find permanent solutions to problems and prevent repeat incidents.

Eliminate the recurring incidents and tie them together

The primary objective is to prevent problems and resulting incidents from happening, to eliminate recurring incidents.
A permanent solution will be applied to eliminate the source causing incidents. The solutions often affect production environment.

Update all the mapped incidents with a single action

Problems are associated with incidents. So, when an problem is closed then all the associated incidents against it will be closed.
Just with a single click on the status will result is chnages of the incident status.

Root cause, Impact etc analysis

An investigation will be conducted to try to diagnose the root cause of the problem.
Will maintain information about problems and the appropriate workarounds, so that the organization is able to reduce the incidents.
The speed and nature of this investigation will vary depending upon the impact, severity and urgency of the problem.
An expertise will be applied to find a resolution according to the priority.

Integrating with ITSM process

When a problem is created and after investigating the root cause of the problem found that the issue could be due to some malfunction or any other reason and there should happen some changes to recover the problem then a change is created and associate the change to this problem and wise versa happens.

Work assigngnment and user hours capturing

Work assignment is created under worklog and assign a technician to this worklog.
Worklog captures the hours taken by the technician to complete the task.
Each task will have it own worklog with effort, cost, duration and conclusion in it.

Knowledgebase and solution preparation

When problems are resolved, the solution information is saved. Over the time, this information is used to speed up the resolution time and to identify permanent solutions, reducing the amount and the resolution time of problem.
This results in less downtime and less disruptions for the enterprise critical systems.

Objective

When incidents are resolved, the resolution information is saved. Over time, this information is used to speed up the resolution time and to identify permanent solutions, reducing the amount and the resolution time of incidents.

Prioritization

Prioritize a problem implies to keep into account the impact of the incidents and the frequency of the occurrences. Problem prioritization will take into account the severity of the problems.

Historic Data

Problem will be recorded with full historic record. This will be with date and time stamped to allow suitable control for escalation. A cross-reference will be made to the incident(s) which initiated the "Problem Record".

Strong interface

Problem Management will maintain information about problems and the appropriate workarounds and resolutions, to reduce the number and impact of incidents over time. In this respect, Problem Management has a strong interface with Knowledge Management.

Known Error Record

After the investigation is complete and a workaround (or even a permanent solution) has been found, a solution will be raised and placed in the solutions entity Database in order to resolve further similar problems.

Problem Management

Minimize the impact of incidents caused by errors

Eliminate the recurring incidents and tie them together