The Opportunity

Problem management is an essential step towards providing an optimized IT service portfolio. By eliminating infrastructure errors, the number of IT service interruptions is reduced, resulting in measurable improvements in productivity and profitability.

Effective problem management can have a direct and positive impact on the profitability of the business. Focused on eliminating errors from the IT infrastructure, best practice problem management drives improvements in service quality and a reduction in support costs by regaining control of the infrastructure. With an effective problem management tool, the emphasis can be shifted from the reactive creation of workarounds to the proactive elimination of known errors with permanent fixes – reducing business impact by preventing repeat incidents. Through improvements in infrastructure quality, service interruptions are reduced, user productivity is increased and profitability is maximized.

The Value of Problem Management

• Eliminate errors
• Improve system stability
• Apply pro-active change management
• Reduce outages and increase service quality
• Increase IT and business productivity
• Drive business efficiency and agility
• Maximize profitability

We have better visibility of problems than we've ever had before and we can take action accordingly. Aviva - View the full case study

Next: assyst ITIL Problem Management Software

ITIL Problem Management Software

The assyst software solution incorporates extensive best practice problem management features to support rapid improvements in infrastructure quality. ITIL problem management functionality is a core part of the consolidated assyst IT Service Management (ITSM) solution, with activities taking inputs from - and recording all outputs in - the integrated and centralized assyst CMDB. ITSM records such as incidents, changes, known errors and knowledge solutions are linked to problem records and all actions are recorded, allowing full tracking and audit of the incident-problem-change-release lifecycle within a single ITSM software solution.

Next: Key Features of assyst Problem Management Software

Key Problem Management Features

assyst's ability to link incident and problems to changes allows us to more accurately understand the impact of and the history behind each change. NFU Mutual