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ITIL-compliant Problem Management
Problem Management is one of the most important support modules of the ITIL framework. Problem Management, as opposed to Incident Management, which reacts to any event (mostly system incidents) in a company's IT system by notifying the appropriate administrators, is a proactive process. This means that Problem Management seeks to get to the root cause of an incident and initiates actions to correct the situation. This enables you to identify, analyze, and prevent incidents before they occur.
The Change Management module is an optional supplement to Incident and Problem Management. It takes the necessary measures to solve problems on a technical level.
In order to ensure proactive identification of problems, users need a central overview of incidents that are substantially similar and/or have the same root cause. TheGuard! ServiceDesk offers comfortable and detailed search options. Incidents that are substantially similar can be assigned to the corresponding problem segment with a single click of the mouse.
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Problem Management interacts directly with the respective incidents in the process itself. If, for example, a workaround is found and incorporated into the integrated knowledge base, every incident that is categorized accordingly is linked with the existing solution.
In order to find a problem’s root cause and a workable solution, error control tasks and problem control tasks can be assigned to different supporter groups allowing for parallel processing of the problem.
When root cause of and solution to a problem are established, it can then be turned into a request for change (RFC) and handed over to change management. It remains possible to associate subsequent incidents with that problem and to include the same information as in previous incidents.
Problem Management objectives
- Reducing the susceptibility to interference and sustainably increasing IT service quality
- Identifying relationships between incidents in order to find similar root causes
- Enabling efficient root cause analysis of IT incidents
- Providing workarounds to solve service problems over the long term
- Knowledge management on known root causes of problems
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