Problem Management

A problem is an unknown underlying cause of one or more incidents. Problem management aims to minimize the adverse impact of incidents and issues caused by errors within the business, and prevent recurrence of related incidents. To achieve this, technicians perform root cause analysis, document existing issues, and identify workarounds to improve the situation.

Use Cases

• Fix repetitive outages in network due to faulty router or server
• Create problem request to analyze alerts sent from monitoring tools by associating similar incidents in ServiceDesk Plus.
• Analyze impact and root cause of a hardware/software malfunction.
• Resolve network bandwidth issues by pre-configuring tasks to split the technicians’ workload.
• Track issues in assets such as laptops, billing machines, or barcode machines by selecting the asset involved.
• Analyze log files to troubleshoot performance issues and provide workaround until a solution is determined.
• Mark problems related to existing network issues as Known Error and provide a workaround.
• Broadcast announcements related to a problem to users in ServiceDesk Plus.
• Create an emergency change to roll-out software patches and associate change with problem requests related to software vulnerability.