Process: Problem Management

Process: Problem Management

Problem Management is an IT Service Management sub-module that provides a wide variety of resources to boost the understanding of a problem, and consequently, prevent the occurrence and recurrence of incidents. The two processes of Problem and Incident Management are interrelated because incident records are essential for successful problem identification. However, while Problem Management aims at providing permanent solutions to root cause issues, Incident Management focuses more on quick solutions.

SUMMIT Problem Management is an ITIL 2011 certified module that includes powerful options for Problem Review, Diagnostics, and Root Cause Analysis. It offers the Ishikawa (Fishbone Analysis) method of Root Cause Analysis for effective resolution of Problem Records. It also helps in capturing workarounds and integrating them with Knowledge Records. It is integrated with all the major modules, such as Incident Management, Change Management, Knowledge Management, CMDB and Project Management.

Key Features

Templates for Problem Records

It provides various templates that can be used to create Problem Records (PRs). This helps in identifying and recording problems quickly and easily.

templates for problem records

Auto-population of Requestor’s Details

It can be integrated with the organization’s Active Directory. After integration, the requestor’s details are auto-populated while creating or updating Problem Records (PRs).

Categorization and Classification

It has a built-in tree structure that uses two fields: Category and Classification to provide clarity while identifying the Problem Records.

Problem Investigation and Diagnosis

It ensures thorough problem identification, investigation, root cause analysis, and problem resolution.

Root Cause Analysis (RCA)

All the details related to RCA can be captured under the Root Cause Analysis tab of the Problem Record.

root cause analysis

rca

Logs

The Logs tab of the Problem Record saves all log details entered by the Problem Manager, RCA Approver, and Analysts.

Problem Correlation

All the related incidents, Change Records (CRs), Configuration Items (CIs), and Release Records (RRs) can be viewed under the Relationship tab of the Problem Record.

problem correlation

Problem History

It captures the problem history of all the fields for every Problem Record. It also records audit trail information, such as the changes made by the user, time of modification, along with the current and previous values.

problem history

Parameter Configuration

Various parameters can be configured according to the organization’s requirements, such as the Analyst, workgroup, criticality, severity, categorization, status, impact, urgency, priority, and resolution code.

Auto Escalation

Auto Escalation of Problem Records can be configured based on Problem Approval, RCA, and Closure deadlines.

auto esclation

Comprehensive Reporting

It generates several reports for the Problem Management module, such as the total number of problems over any given period of time, which includes active problems, closed problem records, changes initiated, total number of incidents addressed, problems by category, by user, by CI etc.

comprehensive reporting

To learn more about SUMMIT Problem Management, download our data sheet.