Manage the problem lifecycle with root cause analysis
Infraon ITSM’s Problem Management feature manages the life cycle of problems by detecting and providing appropriate solutions. Problem Management helps prevent the recurrence of incidents - thereby minimizing the impact of service issues on the enterprise.
Identify the problem by detecting duplicate or recurring issues through trend analysis of incident reports. Analyze the information received from external sources like vendors or from internal development teams.
Perform problem analysis and document the recognized errors and workarounds. Use a holistic approach to assess all contributory causes that caused the incident, worsened, or prolonged the impact of the incident.
Manage known errors to enable potential permanent solutions, from the cost and risk perspectives. Take into account the service delivery impact with regular error assessment.
Get visibility of the problem management process and track the resolution in real-time. Use the dashboard to work collaboratively to resolve the problem, saving time and effort.
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Problem management involves responding to recurring IT incidents to make sure that they are resolved and don’t return. It involves quick detection of an issue and providing a viable solution. If a solution is not available, provide a suitable workaround that will reduce the impact on the business and stop the problem from recurring.
The problem management lifecycle the following steps:
Detection - Identifying the problem comes first, which means the underlying cause of a recurring incident.
Logging - Logging the problem provides historical data with pertinent details, such as the date, time, user information, and a description of the problem.
Diagnosis - Investigation of the problem by first sifting through the known error database or discovering the new cause of the problem.
Workaround - Temporary fixes with a workaround can help in a pinch. But it is a temporary solution, although it helps reduce downtime and disruption.
Known error record - It is a vital stage in the lifecycle as it makes resolutions faster and easier.
Resolution - Once the problem has been resolved, it needs to be implemented through a change procedure to ensure the solution is working.
Closure - The service desk ensures that all the details are accurate and available for future reference before updating the system by closing the problem.
Enterprises need problem management solutions because they help in reducing downtime and disruptions. They also enhance service availability, increase productivity, and reduce costs. Above all, problem management helps improve user experience and customer satisfaction.
Some key benefits of problem management processes include:
Preventing service disruptions
Maintaining service quality
Meeting SLA requirements
Enhanced customer satisfaction