Problem Management

Stopping problems before they occur.

Repeated incidents and major incidents are automatically addressed through Problem Management. The objective is to implement a permanent solution that prevents the incident from recurring.

A service outage report is the starting point of problem management. It kicks off the root cause analysis to identify the cause of the problem, not just the symptoms. The results are shared with the customer, and the engineering team engages together with an infrastructure architect in a SWOT analysis to evaluate the viability of remediation actions. The proposed solution will be discussed in the Change Advisory Board meeting.

A Corrective Action Plan is defined as part of the Change Management process and implemented as a component of the problem resolution.

What are the benefits?

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Improved service quality: Identifying and resolving issues before they impact end-users.
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Better root cause analysis: Reduces the likelihood of recurrence and improves the overall stability of IT systems.
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Increased customer satisfaction: Minimizing the impact of IT problems on end-users and providing prompt resolution of issues.
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Better knowledge management: Build and maintain a knowledge base of IT problems and their resolution, improving the ability of IT teams to resolve similar problems in the future.
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Cost savings: Improves the efficiency of IT operations and reducing the impact of problems on the business.

Features

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ITIL4 compliant process.
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Clear PoCs for clients and end users
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Dedicated problem management roles and responsibilities

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