Find Problems and Prevent Future Incidents with ITIL Problem Management

Effective problem management is essential to your organization’s productivity and profitability. Repeat incidents cause unnecessary service disruptions, impact your business operations, and prevent your IT department from maximizing its productivity. With effective implementation of ITIL problem management processes, you can not only resolve incidents as they arise, but also analyze the causes to remove problems at the root.

Find permanent solutions to problems in your IT environment and eliminate repeat incidents. Shift your efforts from reactive firefighting to proactive prevention!

*SysAid's Problem Management is certified for ITIL compatibility with PinkVERIFY™ v3.1.

Repeat Incidents Indicate a Problem, and the Need for Problem Management

The volume of incidents submitted to your help desk has spiked within the past few days. Most of these service requests report the same issue: “There are disconnection errors in the CRM.”

While you could resolve each incident individually, it’s clear that an underlying problem is the cause of these incidents. With effective problem management, you can immediately implement a process to identify and resolve the problem to reduce the business impact and prevent recurring incidents.

Implement Processes for a Systematic Approach to Problem Management

Group Incidents and Attach Them to a Problem

With SysAid Problem Management, it’s easy to identify and group different incidents into wider problem themes and log problems. This improves incident transparency and allows you to begin your investigation of the root cause. As soon as you resolve and close the problem, all attached incidents are automatically closed as well.

Use Built-in Templates for Basic and Advanced Problems

SysAid ITIL Problem Management is preconfigured with a number of templates to help you immediately identify, analyze, and resolve problems. Built according to the ITIL workflow, these templates are designed to help you:

• Identify the root cause of the problem
• Assess the resources required to resolve the problem such manpower, time, and costs
• Evaluate risks in problem resolution such as complexity, urgency, downtime, and potential impact
• Calculate the ROI and added value of resolving the problem
• Close and evaluate

Create and Customize Your Own Workflow Templates

Because every organization has its own unique set of requirements, SysAid allows you to build an unlimited number of problem management templates to suit any scenario. Customized workflow processes help all administrators perform effective cause analysis. Are there recurring application errors? Create a template that instructs administrators which potential causes they should investigate to quickly reach resolution.

Stay Informed about Problem Resolution with Notifications and Full Audit Trail

• Access detailed problem descriptions and a historical log of all activities and changes
• Set automatic notifications of problem statuses and changes to be sent out to key administrators and service request owners

Build a Comprehensive Knowledge Base of Known Errors

Leverage previously gained knowledge by maintaining a knowledge base of troubleshooting strategies and workaround methods for the fast and efficient resolution of problems.

An Integrated Approach for Effective Problem Management

SysAid ITIL Problem Management is highly integrated with SysAid’s other modules to help you quickly access the information and functionalities you need for effective problem solving.

• Easily add incidents to problems from within the incident or problem form
• Link assets, configuration items, tasks, projects, FAQs, changes, and other problems to the problem
• Access the CMDB for effective analysis of root causes and business impact

The Result: Effective problem management to help you reduce incident recurrence, minimize adverse business impact, and improve your IT productivity