Problem management is an incredibly important part of any service management strategy because it helps IT actually solve issues, not just get things back to a functioning state. This may not sound like a priority in every operational setting - sometimes it's easier just to get things running again and move on - but businesses are becoming more dependent on IT all the time and being able to actually solve problems is becoming critical.
The challenge with problem management is recognizing when you need it and how to use it for maximum effect. These issues are created, to a significant degree, because there are many misconceptions out there about the IT service desk module.
Let's look at some of those misconceptions and delve into the reality of what problem management can accomplish.
1. Small businesses don't need it
A small organization generally will have a less complex IT setup, fewer users to support and, therefore, not need as robust of a service desk as a larger company. This leads many to think that small businesses don't need problem management. However, clearly separating incident, problem and change management modules within the service desk is particularly important for small businesses because they often have smaller IT departments. Spending time analyzing a support ticket, categorizing and finding the best way to deal with it is too wasteful for small businesses to sustain. A dedicated problem management solution delivers the efficiency smaller organizations need.
2. Problem management puts a greater strain on IT
This misconception comes out of a simple truth - problem management will likely give IT new tasks to accomplish. The thing is, those tasks involve quickly and efficiently solving underlying problems that cause incidents, operational headaches and other issues that take up significant amounts of time. As such, problem management may create some new operations, but those functions actually decrease the workload facing IT because solving problems enables operational and technical progress.
3. We can identify core IT problems on our own
It is true that some problems will thrust themselves out into the open, making themselves obvious to IT. The issue is that you're probably only going to identify a problem without help if the issue is already having a huge negative impact on a business or by spending hours manually analyzing incidents and configuration data. Problem management streamlines the processes that go into root cause analysis, allowing IT teams to quickly assess and anticipate problems and come up with quick solutions.
Looking past the misconceptions about problem management make it clear that the service desk module plays a key role in service management efficiency.