c360 ITSM

"Target the root causes leading to customer service incidents”

Problem Management

Effective problem management has a direct and positive impact on the profitability of the business. Focused on eliminating errors from the IT infrastructure, best practice problem management drives improvements in service quality and a reduction in support costs by regaining control of the infrastructure.

With an effective problem management tool, the emphasis can be shifted from the reactive creation of workarounds to the proactive elimination of known errors with permanent fixes – reducing business impact by preventing repeat incidents. Through improvements in infrastructure quality, service interruptions are reduced, user productivity is increased and profitability is maximized.

c360 ITSM provides an ITIL based implementation of problem management to handle the resolution of the root cause of a problem affecting multiple users or systems.

Problem Detection

Trend analysis provides a proactive approach to problem detection. Empower customers to find answers and log their own service issues 24/7 by supporting multi-channel user access. Improve overall management, avoid the occurrence of future problems and identify areas that require maintenance. The reports in c360 ITSM present information on identifying the real causes of incidents created earlier and what should be identified as problem areas.

Problem Logging

Problem logging is critical as all the necessary information and conclusion from the incident needs to be captured while creating the problem. Problems can be created independently or directly from an incident and multiple incidents can be attributed to one problem. Before problem creation, you can avoid duplicates by searching for similar existing problems, and when the problem is closed, workflow drives the closure and subsequent notification of all associated incidents.

Problem Categorization

As with Incident Management, problems can be categorized, assigned and managed via SLAs. Categorization is essential to avoid ambiguities. c360 ITSM helps in applying the incident categorization automatically to a problem when it is created, assuring all parties involved in dealing with the problem have the same level of understanding.

Easily locate incidents and problems to be categorized with a powerful search component that explores all related information about the contact, account, configuration items previous tickets and more.

Problem Solution

Problem solutions are documented directly within the problem itself, making incident closure more effective. Combining c360 ITSM advanced searching capabilities with a listing of all solutions for each problem category, service representatives can easily find solutions, and make individual or bulk updates to status and other key fields in the problem.

< back to c360 ITSM main

Click to Buy

Problem Management:

ITSM Functionality:

View all c360 Products

c360 Solutions, Inc.