Problem management is one of the most important support modules of the ITIL framework. Problem management, as opposed to incident management, 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 and analyze potential problems and prevent incidents before they occur.
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 for this purpose. Incidents that are substantially similar can be assigned to the corresponding problem segment with a single click of the mouse.
Within the process, problem management interacts directly with the respective incidents. 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, theGuard! ServiceDesk allows for the assignment of control tasks and problem control tasks to different supporter groups, allowing for parallel processing of the problem.
When the 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.
