Problem Management Objective according to ITIL® Service Operation SO 4.4.1. To prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
IncidentMonitor™ Problem Management
IncidentMonitor™ Problem Management is one of the first processes (along with Incident Management and Change Management) implemented by our customers.
Problem Management provides proactive IT management.
Provides all functionality and reporting to ensure that you can minimize the effect of infrastructure issues.
Easily integrated with any monitoring tool. When an event occurs, a problem request can be created automatically and assigned to the appropriate group or individual to resolve the issue before the user community is impacted.
SLAs and OLAs are defined within Problem Management to ensure that the problem is addressed and resolved within an acceptable time frame. Any breach to OLAs and SLAs can be immediately addressed when the problem is escalated to the appropriate resource or group.
Reports are provided out of the box which will allow you to analyze problem data and improve the performance of problem management.
Problem Management is fully integrated to all other ITIL® process. Problems can be easily linked to Incidents and Changes with bi-directional communication between Problem and the other ITIL® processes.
Configuration Items (CIs) can be linked to a problem and impact analysis can be performed on the CI as it related to the linked problem.
Because Problem Management is developed on the robust IncidentMonitor™ framework, the problem management process can be easily adapted to support your specific requirements.
Following are a few of the out of the box Problem Management features:
Problems can be created by agents or external tools such as infrastructure monitoring tools.
Problems will be routed to the appropriate agent or queue based on your requirements.
Using a natural language search functionality, incidents and known errors can be linked to the problem.
Thresholds are defined to support OLA and SLA requirements.
Resolution codes and root cause codes are defined which allows for effective problem analysis.
Out of the box and configurable escalations and notifications.
Out of box interactive and scheduled reports. Customer-specific reports can also be easily created.
Fully integrated with Incident, Problem, Knowledge, Change, CMDB and Service Level Management.
Integrated customer surveys.
ITIL Workflow and Service Catalogue Form Designer
IncidentMonitor ITIL ITSM Service Desk Software offers an ITIL workflow designer which helps you to create the most advanced ITIL process flows within a few clicks. Have a quick look at this video.