IT problems are like a disease. They show themselves in a wide range of symptoms, and treating those symptoms will rarely actually cause the issue to go away. Instead, dealing with symptoms makes it easier to get by living with the disease, but it is always there, lurking under the surface, waiting to rear its ugly head and disrupt your life. In the same way, IT problems lead to an increased number of incidents. An application that isn't optimized well for the configuration, for example, will lead to frequent and repetitive incidents. You can use incident management to address these concerns and maintain operational stability, but the problems will keep coming back.
Like many basic conditions - a 24-hour stomach bug or a minor cold - not all problems are worth addressing. However, some problems will constantly undermine the stability and efficiency of your business. This is where problem management solutions are incredibly value. Five steps to using these IT service desk modules to cure the ills that are under the surface of your technology department are:
1. Identifying the Problems in the First Place
Making an effective diagnosis is critical in curing any disease. In the same way, you must be able to pinpoint the precise problem that is causing incidents to recur. Problem management solutions will identify the trends and connecting points between incidents that come up in your configuration. From there, they can identify the core problem that is causing those incidents to develop in the first place and help your technology teams get going on resolving issues.
2. Assess the Scale of the Problems
Understanding what the problem is will only serve as the first step into resolving it. You must also understand its full impact on your IT operations. If you don't recognize the implications of a problem, you can't make a strategic decision about how to deal with it. Problem management solutions provide insight into how much a problem is impacting your operations. With this knowledge in mind, you can identify how urgent the problem is and understand how many resources you should devote to resolving it.
3. Develop a Strategy for Resolving the Problem
Every problem will have a different resolution. Perhaps you need to change the IT configuration to overcome a stability problem. Maybe you need to have your development team delve into the code and rewrite a few lines. Coordinating processes around the resolution process can be incredibly complex, especially as it often requires collaboration across diverse user groups. Problem management platforms can integrate with your IT service desk to help these user groups collaborate effectively and streamline any scheduling processes that come into play.
4. Enact the Resolution
A problem management solution empowers your users to take the steps necessary to resolve a problem. Once you have the strategy for resolution in place, the platform can automate process update distribution across your user groups and keep everybody plugged in to how the initiative is going. This not only streamlines operations, but also plays a critical role in empowering users to focus heavily on the task at hand because they don't need to worry about all of the surrounding processes and procedures.
5. Keeping Checking Back
Just like some diseases tend to come back after they've been dealt with, IT problems don't always stay away permanently when they've been resolved. Once you've identified problems, the system can keep tabs on incidents and other service desk activities to identify when a problem is reemerging and nip it in the bud.
Making real progress in resolving problems hinges on doing more than treating its symptoms. Problem management helps you cure the ills that exist under the surface in your IT department.