Service Desk Feature


Problem Management

Problem management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

Multi Channels

Problem Resolution Life Cycle

Problem Detection

Even if incident has been resolved but definitive cause must be found in order to avoid reoccurrence.

Problem Logging & Linking with Incidents

Once the problem is detected its logged in service desk with its due time, status, priority, risk and more.

Problem Categorization

Categorize problem department, status and priority wise.

Problem Analysis

Finding the root cause, impact and symptoms of a problem.

Problem Solution

A workaround or a final solution has to be provided to a problem.

Simplified Problem Management Process

Department wise

Log problems department wise

Link CI with problems

Attach CI to a problem and keep track of CIs affected.

Associate Change

Link change request to a problem

Link problem with Incidents.

Attach or link problem with incidents. Jump to and fro between incident and problems.

Link Incidents to a problem

Link all incidents to specified problem and with problem resolution update to incidents.

Solutions

Add existing solution or create new solution using knowledge-base management

Vision HelpdeskProblem Management