PROBLEM MANAGEMENT
Identify and address the root cause of recurring issues, minimize the impact of unexpected interruptions, and prevent their recurrence. A robust Problem Management process reduces the volume of new incident reports and unburdens your IT Service Desk staff.
Flexible ticket form features assist the Problem Management team in standardizing the format of problem tickets and make it easier for users to report all relevant facts. OTOBO ticket forms are built dynamically at runtime based on previous input values.
Lay the foundation for a comprehensive analysis and prompt resolution of issues by linking problems with existing incident tickets, knowledge base articles, and Configuration Items (CI) from the Configuration Management Database (CMDB).
In the Known Error Database (KEDB), known errors and their solutions or workarounds are documented. The support team can quickly access proven solutions, reduce problem resolution time and minimize the impact of disruptions on the service.
At the same time, you save costs by spending less time on troubleshooting and requiring fewer resources to address recurring issues.
Establish a dedicated problem management team or assign problem manager roles via the group and role model. OTOBO supports the team in analyzing causes and impacts. Through ticket tracking, you can identify the origin of a problem and trace the chronological sequence of events. To analyze relationships and determine causes, you can link problem tickets to incidents, changes, configuration data from the CMDB, and other relevant information.
Analyzing dependencies between IT components and services helps to understand the impact on services. The OTOBO Configuration Management Database (CMDB) provides a comprehensive overview of your IT infrastructure, enabling you to identify potential impacts of problems on the components.
Create tasks to resolve a problem, define dependencies and deadlines. Link tasks together and assign them to team members involved in the resolution. OTOBO automatically monitors progress in task completion.
The problem management in OTOBO seamlessly integrates with the ITSM process Change Management. If adjustments to the configuration of Configuration Items (CIs) are part of your problem resolution, you can request the changes through the Change Management module or the OTOBO Process Management, link IT assets in the Configuration Management Database (CMDB), initiate approvals by the Change Advisory Board (CAB), and link them with the pre-documented problem.
Using OTOBO’s master-slave functionality, you can inform all creators of linked incident tickets about the successful resolution of a problem and provide them with the solution or workaround.
You save valuable time, as all incidents associated with a problem ticket are automatically closed when the problem ticket is closed.
SCALABLE PLATFORM
OTOBO Problem Management is closely integrated with other ITIL® processes such as Incident Management, Change Management, Configuration Management, and Service Level Management. It facilitates seamless collaboration between your teams to effectively manage incidents and achieve long-term improvements
Optimize your customer service and prevent problems before they occur. You can certainly utilize problem management in customer service management as well, to minimize impacts on business operations and sustainably enhance the quality of your services.
Best practices such as proactive problem management contribute to a higher service quality everywhere. Ensure that issues related to your enterprise services are identified early and establish processes and structures within internal service providers to prevent the occurrence of problems.
SERVICE EXCELLENCE