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.
Problems and 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.
Identification and classification

Problem diagnostics

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 diagnostics

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 and closure

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.

Analytics

Make decisions about necessary changes in the infrastructure, based on advanced analysis of the problems and known errors database (KEDB). You can track services and CIs that triggered problems, as well as monitor frequency of detection of problems in the infrastructure.
Analytics