Problem management is often considered a secondary component of the IT service desk, but it can end up playing a critical role in positioning organizations to make meaningful progress in refining their configuration. A problem management solution lets you identify the underlying issues that are leading to glitches, bugs, workflow problems and other incidents and resolve them. The result is the elimination of numerous day-to-day tasks that support teams must deal with.
These potential gains are great, but problem management can be a significant investment in terms of time and even fiscal resources. Ensuring that investment delivers a return depends on being ready to make a full use of problem management and having a clear need for the solution. Five signs that it's time to invest in problem management are:
1. Your support teams are overwhelmed by incidents
Problem management lets you identify the root cause of incidents and develop clear strategies to resolve those problems. Sometimes it is relatively easy to deal with the root cause, and sometimes you may need change management, but either way, problem management can eliminate many incidents by optimizing the underlying configuration. When support teams have so many incidents and service request tickets in their queues that they cannot operate efficiently, you need to find a way to thin out those incidents and make some forward progress in managing the IT configuration. Problem management makes that possible.
2. Support workers are facing the same incidents repeatedly
If there is one thing more frustrating than having too much to do it is having to deal with the same basic issues over and over again. Having to resolve the same incidents day in and day out can be mind numbing and incredibly distracting from potentially more important tasks that may not be as urgent. Problem management lets you figure out why these incidents keep coming up and resolve the core issue so they stop happening.
3. Stability is a major problem
IT stability is key to successful business operations. A variety of factors can lead to instability in the IT configurations, and issues in how various elements of the setup interact are fairly common. This situation can lead to a major influx in incidents impacting end users and a need to figure out precisely what is making the IT system unstable. Problem management platforms play an integral role in this process and can help organizations take measures to bring the IT setup back to a stable state.
4. You are expecting major IT changes
Whether you are planning to increase the number and frequency of application releases or expect an influx of new end-user devices like smartphones and tablets, any major alterations to the IT configuration are likely to lead to problems with the underlying system. Organizations that anticipate these types of IT changes on the horizon would do well to proactively deploy problem management to ensure they are prepared for future disruption.
5. Your IT department is struggling to generate value
Return on investment is a priority when organizations spend money on IT. For a long time, simply supporting business units was key. Now, IT needs to constantly demonstrate its value to the rest of the organization, and this means technology workers must avoid a situation in which the configuration is not generating significant value. When value creation is a problem, organizations need to look closely at the configuration and identify any issues that are getting in the way of operations. Problem management is designed for this analysis.
IT teams often get used to having issues that they just need to deal with because there isn't time or money to solve them. Problem management can help companies deal with those issues as efficiently as possible and create a considerable ROI.