Problem Management

Problem Management

The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. Problem Management is a proactive approach that prevents recurrence of incidents.

Problem Management Workflow in ServiceDesk Plus:

• Problem Detection & Classification
• Problem Priority
• Problem Analysis
• Solutions, Work Around, and Known error record
• Problem Closure

Step 1: Problem Detection & Classification

Various reports in ServiceDesk Plus give you a clear picture of what should be identified as a problem. Proper classification (Category > Sub Category > Item) will help the technician to qualify the problem. Multiple incidents can also be associated with a single problem.

Step 2: Problem Priority

Depending on the Urgency and Impact level of the problem, the priority can be set for the problem.

This prioritization will help the technician to assess the various problems and take necessary action, focusing on the critical problems first.

Step 3: Problem Analysis

The technician can analyse the root cause and impact of the problem and attach the same in SDP as part of the problem. This helps in giving a one stop understanding of what may be cause of the problem and solution or work-around that can be given.

Step 4: Solutions, Workarounds and Known Error Records

Solutions are permanent fixes to the problems raised. Workarounds are temporary solutions that can be used by the technician till actual solution is ready. Optionally, you can also add Tasks that need to be done to clear the Incident.

Step 5: Problem Closure

You can set rules for problem closure in Admin > Problem/Change Management > Problem Closure Rules. Only if the mandatory fields are completed can the problem be closed.