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3 Reasons Problem Management is the Foundation of ITSM Plans

04/22/2014 by: The SunView Team

problem management

Developing large-scale IT service management plans may seem daunting, but you may find that the increased complexity facing your business demands you start moving toward such a solution. Say you have a help desk right now, maybe even a basic service desk, what do you need to do to get ready to move to a fully-featured ITSM solution? This question is leaving many IT leaders straining to find the right solutions because the service desk can be an incredibly complex place, but also one of the areas where IT has the clearest impact on business functionality.

An ITSM solution can unlock reliability, better data protection and efficiency in ways that impact the end user. However, moving from a basic solution up to an ITSM setup requires careful planning and depends on a business' ability to deploy the right solutions at the right time. Often, problem management is the first area to focus on, as finding ways to deal with IT problems lays the groundwork for building an ITSM setup.

Three reasons problem management is the foundation for ITSM development include:

1. It increases IT intelligence
An organization's internal IT intelligence goes beyond the skills of workers. If you want an intelligent IT department, you also need to make sure employees have a clear understanding of the nuances of your configuration. How does your hardware environment contribute to unique change requirements? What glitches are common in your configuration when you install new apps and services? How do users usually respond to change?

Problem management involves tracking all of the various incidents and issues that come to the service desk and gathering data like key performance indicators that pertain to these incidents. This increased knowledge of the configuration pays dividends when moving to more advanced ITSM setups.

2. It prevents repeat issues
A problem management platform can store all problems in a Known Error Database that tracks all of the problems an organization has dealt with in the past. This gives IT teams the information they need to quickly pin down an incident as an indicator of a problem and resolve the underlying concern much more quickly and effectively.

Reinventing the wheel is somewhat common in IT. Organizations solve an incident only to face the same thing again when the next application release or change comes up. This is an incredibly wasteful cycle that can be avoided entirely through the effective use of a problem management platform.

3. It lets you actually solve IT problems
Many organizations spend most of their service desk resources on just resolving incidents and dealing with support tickets. This may be important, but it never actually solves anything - it just makes sure users can move on with their day. A good problem management solution lets you proactively identify underlying problems by tracking incidents and figuring out their root cause. This results in a situation in which IT teams can actually solve the issues leading to repeated incidents and reduce the number of incidents they are facing on a day-to-day basis.

Alleviating the incident management burden through problem management is invaluable as businesses transition to an ITSM as they will need that extra time to handle the migration to more sophisticated service management modules.

Implementing a robust IT service management strategy depends on first tackling the smaller problems that can be a thorn in the side for IT teams and service desk personnel. A project management platform accomplishes this goal and positions organizations to complete a much smoother migration to more advanced ITSM setups. In turn, organizations end up deriving greater value from their technology setups and creating a considerable return on investment.