You've heard us talk about why we love some of our IT service desk modules and solutions in the past, now the time has come for us to rave a bit about our problem management solution. Forgive our effusion on this point, but our excitement is difficult to control! Issues like incident management and service catalogs are extremely important and we have lots of love for those systems, but there is something special about problem management. All of these modules deliver value in different ways, but problem management is particularly noteworthy because it helps organizations move on from underlying IT issues and make meaningful progress toward operational excellence.
Here are four reasons why we really love problem management:
1. Proactively solve problems
Many service desk teams build their operations around responding to end user issues and reacting effectively to concerns within the IT configuration. This reactionary approach may be effective in some particularly simplistic IT setups, but it usually leaves organizations unaware of an issue until it becomes detrimental to end users. In this situation, lost productivity becomes the trigger that sends support teams into action.
Problem management enables support teams to move away from reacting to concerns and allows them to identify problems before they have an overly disruptive impact on end users. This results in a much more efficient operational climate that improves the end user experience.
2. Resolve underlying problems
This may sound obvious and simple, but so what? One of the best parts of a problem management suite is that it enables IT teams to actually solve underlying problems instead of needing to deal with incidents over and over again. This functionality piggy-backs on being proactive, but there is a bit more to it than that. Many organizations find that they are plagued by common incidents and glitches that occur frequently, and they are unable to pin down these issues and make sure they don't happen again. This is the key benefit of problem management - it lets companies identify the patterns in incidents that take place often and then figure out what problems are happening under the surface.
In particular, this ability to identify and resolve underlying problems can inform change processes and help IT teams make the right changes at the right time.
3. Avoid service disruptions
The last thing an organization needs are IT problems preventing workers from getting their job done effectively. Problem management overcomes this issue by positioning IT teams to not only identify and resolve issues proactively, but prioritize their tasks so they create enough time to solve problems before they end up having an adverse impact on operations. Furthermore, problem management solutions help IT teams identify when certain disruptions will be impossible to avoid and allow them to plan effectively to work around the issue. The end result is a situation in which workers can be freed to get the job done consistently and not let revenues be adversely impacted by IT issues.
4. Keep track of known errors
Many businesses end up in a situation where the same incidents and problems keep coming up. Sure, you may develop a solution to a problem now, but a few changes in the configuration could lead to the same issue rearing its ugly head again. Advanced problem management solutions include Known Error Database systems that allow service desk teams to quickly identify problems they have faced in the past and put solutions into place quickly and easily.
Problem management can get your IT teams away from just spinning their wheels trying address issues and lets them actually solve the incidents and glitches that disrupt the end user experience. This alone is enough to make us fall in love with problem management, and we think you'll agree once you get a solution in place.