Service Management

Minimize the impact of problems

It has often been noted that few of the incidents reported to the Service Desk are really new. The support teams have very often already encountered and resolved similar incidents. Problem management is aimed at minimizing the effects of recurring incidents on the organization and take corrective measures to prevent them happening again.

By proactively identifying the root causes of incidents and taking appropriate steps to resolve the problem, problem management minimizes the negative impact on the organization. Put simply, it prevents a given problem from happening again.

Over time, efficient problem management considerably reduces not only the number of incidents reported to the Service Desk but also the impact of incidents and problems on the organization.

Increase system availability and quality of service

To increase system availability and the quality of service provided, PS'Soft ITSMNG offers a problem and known-error management feature as standard. Analyzing trends and proactively identifying the causes of incidents minimizes the impact of recurrent failures. Dashboards and KPIs provide rapid access to similar incidents for a given type of device or application. The operator can also flag an incident as a "potential problem" when it is entered, for subsequent analysis.

Each problem is tracked from end to end, prioritized and managed using dedicated processes. Transparent integration with the incident management facility makes it possible to link several incidents to one and the same problem and finalize them as a cluster. When a problem is resolved, the knowledge base can be automatically updated so as to capitalize on teams' know-how and business expertise. Functions that analyze and track the time spent and the associated costs let you measure actual expenses and the costs inherent in problem management within your organization.

Key features

• Proactive analysis & identification of root causes
• Trend analysis (list of incidents of the same type, affecting the same device, by application, or with similar symptoms)
• Assisted problem tracking and resolution
• Data and action traceability
• Integrated knowledge base access
• Turnkey reports, analyses and performance indicators
• Problem archiving