Problem Management
Diagnosing the root causes of problems
To keep the IT infrastructure working properly, IT organization must constantly seek out and eliminate problems and weaknesses that threaten performance.SPECTRA Problem Management provides a structured ITIL-based framework for identifying and eliminating the underlying problems that cause recurring incidents. It helps IT to resolve and document the root cause of issues more quickly and thereby minimizes recurrence by managing the entire problem identification and resolution process.
Problem Management lets you create, modify, and close problem records for both known errors and root causes. Records can be routed and assigned to individual support engineers or groups based on their skill set, location and availability.
By correlating multiple call, incident and change records with one problem record, it is easy to gauge the impact and severity of the problem, recognize important associations between various assets and activities that may be involved, and drill down to determine the root cause. A powerful, easily searchable knowledge base also lets you leverage past experience and shared information.
Problem Management links multiple incidents to problems, problems to known errors, and known errors to changes. It also allows routing of problem records based on technical skill sets, locations, or availability.
Resolving problems and preventing recurring incidents
Once you’ve identified the cause, Problem Management helps you take the appropriate corrective actions to resolve the problem and prevent recurring incidents. You can:- Document workarounds
- Record a known error with pending action
- Initiate an RFC to implement a permanent fix
- Link to Change Management to notify, plan, implement and verify the fix and update all related records