Problems and known errors
Store all identified problems in the infrastructure and service processes in bpm’online ITIL service. The system helps preventing recurring mass incidents and proactively informs customers about known errors.
Identification and classification
Take advantage of the capability to automatically register a new problem right from the incident management process. You can define problem priority, type of service and configuration item.
Analyze problem reasons and find solutions. The system allows you to assign agents to resolve the problem, as well as document the progress of the resolution process and possible workarounds. Plan your work on problem elimination through initiating changes in the infrastructure.
Problem resolution and closure
Always keep full descriptions for problems and known errors resolutions. Close related incidents and inform customers about the elimination of bottlenecks.
Problem resolution history
Manage a complete history of problem resolutions and monitor agents’ efficiency. The system provides timely information about resolution process, completed activities, communications and initiated changes.