ITIL Compliant Problem Management for Proactive Service Management
Motadata ServiceOps ITSMplatform’s Problem Management solution manages the complete lifecycle of problems faced by different organizations and helps to diagnose and identify the root cause of incidents. The problem management system prevents problems and resulting incidents from happening, eliminates recurring incidents and minimizes the impact of incidents that cannot be prevented with incident management. With Motadata problem management tool, you can easily correlate incident tickets with a problem. The correlated incidents have a distinctive tag to highlight the relationship.
Accurate diagnosis and resolution
List down symptoms, root cause & impact to build contextual information & relationships with incidents
Easily group similar incidents to streamline problem management
Communicate and Collaborate with ease
Technicians can Collaborate Internally to Resolve Particular Problem
Identify workaround and communicate the same to all
Eliminate Recurring incidents
Minimize service disruption by referring to already published workaround available in the KB
Mark and link a problem as a known one and ensure the agents have complete context to resolve faster.
Bulk Update for Problems
The platform allows technicians to modify the details of multiple problems in one go. Hence updating multiple problems is just a click away!
Universal Smart Search
Search problems quickly with custom and predefined filters in the search bar, it enables you to find a problem you’ve been looking for in seconds!
Investigate a Problem
Find out and record unplanned interruptions in business processes, then find its primary cause by listing down the symptoms, root cause, and impact of the problem.
Build a context by viewing a problem’s relations. Export problem management data in the form of a PDF report. Perform data visualization using our Dashboard.
More on Problem management process
Identify, Analyze, and Resolve Root Causes with ITIL Problem Management
Motadata problem management platform helps identify problems and make sure that the root cause of each problem is identified and resolved to prevent reoccurrences.
Problem Management Workflow
Problems can usually emerge either from service desk escalation or from incident patterns, evaluation and continuous processes for service improvement. An incident is a symptom and problem is the disease. Once detected the problem is then logged.
Categorize problems according to incident categories so you can sort them later and know which categories of incidents are yielding the most problems. Generate category-reports of the same using the reports module and track problem trends.
The priority of a problem is determined by its associated impact on users and eventually on the business. Key factors to determine the priority of the problem is to define urgency, urgency is how quickly the organization needs a resolution to it.
Investigate, diagnose, and identify workaround for various problems. In case if it is a known error, it’s a good practice to record it to save time and efforts in the future. Documenting the workaround will allow fellow technicians to resolve related problems quickly and avoid further problems being raised on the same issue.
Problem Resolution & Closure
Resolve, review and close the problem. There is a provision to log the time also, spent by the technician on a particular problem. Once the problem has been raised, categorized, prioritized, identified, diagnosed, and resolved then review and close it. Reviewing (what happened and why) prevents future problems.
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