More Service
Problem
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
ITIL
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
More Service Problem
More Service guide you through the process.
- Detect
- Analyze
- 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
- Evaluate
With More Service, you achieve effective and coordinated problem solving. As well as an overview of the issues you should solve.