Problem Management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

  • Web-based problem logging
  • Support for Problem Control and Error Control phases
  • Supports routing, OLA and escalations
  • Support for Root Cause Analysis
  • Support for Problem Workarounds, Temporary fixes & Solutions
  • Ability to relate to Incidents, Change Requests, Configuration Items
  • Ability to link problems with Known Errors
  • Transfers, Allocations, Ownership, Lock, Hold, Reopen, etc. supported
  • Support for multiple Problem Teams
  • Strong Audit Log capabilities for Problem history
  • Notifications & Alerts available on Problem status change
  • Web based Reports, Analytics, Real time dashboards available
  • Role based Permission & Access control for data and actions