Problem Management

A well defined problem management process improves overall IT service quality and reduces the number of incidents. Problem management enables businesses to effectively handle the adverse impacts of incidents and problems and prevent similar future issures. Problem management requires process, planning, investigation, classification, and the tools to facilitate these actions.

Organizations using ITIL best practices and TechExcel Service Suite may begin improving Incident Management and Problem Management processes simultaneously, incorporating these practices into other service support processes.

• Reactive and proactive problem management
  Complete control during every phase of problem management: investigation, root cause analysis, classification, prioritization, documentation, request for change, resolution, and evaluation.
• Define problem management workflows
  Graphical workflow and configurable automation provide organizations the framework they need to create, and maintain, their unique business processes.
• Integrate Problem, Incident, and Change management
  From incident detection, to problem identification, to change request and implementation, TechExcel Service Suite provides a single integrated solution for service support.
• Share Knowledge
  Integrated knowledgebase and CMDB for storing information about known errors, workarounds, documents, resolution procedures, and configuration items
• Identify incident and problem trends
  Powerful and customizable reports include trend, summary, list, SLA, and distribution reports
• Improve Service Efficiency
  Develop a structured problem management process and automate tasks during investigation, classification, prioritization, and evaluation phases.
• Collaborate
  Improve communication between service teams, management, and customers throughout the problem and incident resolution process.