Problem
Efficient and coordinated problem solving
In IT Service Management (ITSM), a "problem" refers to the underlying cause of one or more incidents. While incidents are single errors or deviations that impact users, problem management focuses on identifying and eliminating root causes to prevent recurrence.
Why focus on problem management?
The main goal of problem management is to prevent problems from occurring, and if they do occur, to prevent them from happening again.
Without a structured approach to problem management, organizations risk increased incidents, higher costs, and reduced customer satisfaction.
More Service Problem features
With More Service Problem, the team is guided through a systematic process for handling problems:
📝⚠️ Registration of problem
Document the issue with all necessary information and categorize it for effective allocation and reporting.
🔍 Analysis
Investigate the cause of the problem based on impact, severity, and urgency.
📋 Defining tasks
Create clear follow-up tasks to address the root cause.
🩹 Temporary solutions
Communicate any workarounds to affected parties to minimize impact until a permanent solution is implemented.
✅ Solution implementation
Implement the permanent solution through established change procedures.
⚖️ Evaluation
After implementation, evaluate the process to identify learning points and ensure continuous improvement.