Incident and problem management are the support processes for the recognition and elimination of system interruptions and are therefore a decisive factor in user satisfaction. An incident is any event that causes or can cause service quality interruptions or degradations. A problem is the reason for one or more interruptions. Incident management is usually carried out by the ServiceDesk staff; problem management, however, is a field where experts can be included in the process. In the optimum case, it is possible to clearly identify interruptions of your services ahead of time and to minimize them thanks to proactive problem management.
Problem and change management are an optional supplement to the Incident Management Module.
Problem and change management module
Objectives of problem management at a glance:
- Reducing the susceptibility to interference and sustainably increasing service quality
- Identifying relations between interruptions, determination of related root causes
- Examining the root causes of problems
- Finding permanent solutions to problems and developing workarounds
- Securing knowledge on well-known root causes of problems
In order to ensure proactive identification of problems, users need a central overview of incidents that are substantially similar and might have the same root cause. For this purpose theGuard! ServiceCenter offers comfortable and detailed search options. Incidents that are substantially similar can be assigned to the corresponding problem with a single click.
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Problem management interacts directly with the respective incidents in the process itself. If, for example, a workaround is found and incorporated into the integrated knowledge base, every incident that is categorized accordingly is linked with the existing solution.
In order to find a problem’s root cause and a workable solution, error control tasks and problem control tasks can be assigned to different supporter groups allowing for parallel processing of the problem.
When root cause of and solution to a problem are established, it can then be turned into a request for change (RFC) and handed over to change management. It remains possible to associate subsequent incidents with that problem and to include the same information as in previous incidents.
In order to find a problem’s root cause and a workable solution, error control tasks and problem control tasks can be assigned to different supporter groups allowing for parallel processing of the problem.
When root cause of and solution to a problem are established, it can then be turned into a request for change (RFC) and handed over to change management. It remains possible to associate subsequent incidents with that problem and to include the same information as in previous incidents.