When problems should be solved in a more coordinated way with clear follow-up tasks.
Solve your organization’s difficulties in a coordinated and effective way. With clear follow-up tasks, issues that have been there for a long time are finally solved.
Solving difficulties systematically
Does your organization experience complex problems? Or struggle with troubles that cause major negative impact from time to time?
Problems can seem difficult to solve without a coordinated follow-up. And with defined tasks to solve and follow up.
Problem Management is a practice in ITIL. It aims to manage difficulties from registering case, to identify main cause and correct it.
We distinguish between 4 central concepts:
- Incident: Event or an error causing the absence of functionality users experience.
- Problem: Cause of one or more incidents. Here, the cause can often be unknown when registering the problem case.
- Known error: The problem has been identified and diagnosed. Introduce temporary solutions if available. This can restore functionality until you identify the root cause and correct it.
- Root cause: Root cause or the main reason that a problem occur.
The value of problem management
Service providers relationships to their incident management as well as their problem management. Whether being proactive or reactive. But proactive work is more valuable, preventing recurrence or limiting impact.
The incident management seems heroic, being the reactive. While problem management prevent recurrence or limit impact. However, this proactive work is still more valuable.
Service provider leadership should pay more attention to proactive efforts. And particularly through reward structures and communication. Documentation and automation of workarounds is one way teams can spend more time investigating root causes. And rewards should focus on those efforts. As well as reporting on a similar incident that passed with limited impact. After taken control measures. As a result, this will help reassuring stakeholders that valuable work takes place post-incidents.
More Service Problem
More Service guide you through the process.
- Define tasks
- Inform about temporary solution in related cases
- Describe how you solved it
- You have the option to transfer case to More Service Change
With More Service, you achieve effective and coordinated problem solving. As well as an overview of the issues you should solve.