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Problem Management
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Module List:
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SMART Suite's Problem management supports Incident Management by providing workarounds and temporary fixes, until it has found the root cause of Incidents. Problem Management depends on the reviewing all the accurate information of Incidents to enable reactive and pro-active analysis of the underlying root cause. SMART Suite Problem Management allows IT Staff to become pro-active, and helps them to get solely out of the fire-fighting mode, by identifying Problems and Known-Errors before the Incidents occur.
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SMART Suite Problem Management process supports following actions :
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- Detection and Fast Logging of Problem.
- Automatic classification & prioritizing.
- Auto Rule based Assignment to Associate.
- Auto Escalation if SLA is breached.
- Identifying/Tracking Known Errors & Major Problems.
- Linking Problems with Incidents & Change Orders.
- Resolution from Associate.
- Closing the Problem with reason code.
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SMART Suite Problem Management will offer you the following benefits :
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- Improve Quality of IT Service by reducing repeat Incidents using a pro-active approach.
- Reduce business disruptions caused by Incidents and Problems.
- Develop Knowledge base based upon problem solving experience.
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Problem Management Key Features :
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- Facilitates the creation, modification, and closure of Problem records.
- Provides the ability to distinguish between a Problem and Known Error.
- Route and assign Problem records to pre-defined support staff or groups.
- Impact and urgency codes to be assigned to Problem records.
- Facilitates progress tracking and monitoring of Problems.
- Escalates Problems after pre-defined thresholds of SLA’s have been breached.
- Facilitates the generation of customizable management reports for trend analysis.
- Facilitates the association and maintenance of the relationships between Incidents, Known Error records and RFCs.
- When a Change has been successfully implemented does the tool facilitate the closure of all associated Known Error records.
- Allows links with the Computers / Config Items in CMDB to enable the updating of Problem records with Configuration information.
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