Problem Management

Problem Management software to improve service quality

The key function of ITIL Problem Management is root cause analysis aimed at elimination of recurrent incidents and minimization of network or service fallout impact on the business.

For a financial services company, repeated outages of a payment application can interrupt both IT operations and customer transactions. Link the investigation to the affected workflows in BPM for financial services to assess business impact.

Leveraging pre-integration with CMW Service Catalog, CMDB and IT Service Desk, CMW Problem Management gathers all incident data and fallout analytics, associates it with service and network configuration and triggers the necessary Change and Configuration Management processes.

The ITIL Problem Management process can be scheduled, triggered by an event – e.g. threshold number of incidents reached – or started manually.

In order to facilitate root cause analysis, CMW Problem Management software provides extensive collaboration capabilities leveraging CMW Team Network that enables traceable discussions, actionable conversations, configurable notifications as well as rich capabilities for message filtering and categorization.

CMW Problem Management software is also pre-integrated with the Knowledge Base that provides a configurable library of standard solutions, workarounds and known errors - as well as collections of discussions and descriptions of default best practices. Make relevant workarounds available through the self-service portal so users can find guidance while the underlying problem is being resolved.

Benefits

• Streamlined service performance and reliability
• Proactive Problem Management and customer notifications
• Quicker root cause determination thanks to pre-integrated Knowledge Base
• Seamless integration between Fulfilment, Assurance and Operation processes