ITIL Problem Management

Transform from a Reactive Approach into a Proactive ITIL Service Desk

Features and Functionality:

• Seamless ITIL integration from a single interface provides effortless problem logging, prioritization, automatic generation of change requests, and closure of all related incidents.
• Multiple action capability and full audit trails provide flexibility and insight into problem resolution, allowing your service desk to minimize time-to-close ratios.
• Graphical visualization of affected configuration items, in-depth reports, trend identification and root-cause analysis provide continuous analysis of problems and improvement of service levels.
• Configurable notifications and assignments increase response times by providing tailored alerts and assignment of resources with the required expertise.

Key Benefits:

• Reduce support costs and continually increase service levels through the implementation of permanent solutions for recurring incidents with thorough root-cause analysis.
• Transform from a reactive approach into a proactive ITIL Service Desk with the ability to detect and resolve issues before they become known to users, while instantly distinguishing other affected configuration items (CIs) via direct integration with the graphical CMDB.
• Fully integrated and highly configurable, problems managed within iET ITSM can quickly be logged and related to incidents, known errors, and changes, and visualized within the CMDB, so the Service Desk gains real-time visibility into known errors and workarounds.