Problem Management

Problem Management minimizes the adverse impact of incidents on the business and enables root cause analysis to identify a permanent solution. With the UPSD problem management, eliminate the root cause effectively and put an end for firefighting of repetitive incidents. It includes managing multiple incidents and Workflow automation.

Problem Direction -

Trend analysis is the key to spot the Problems. A Trend analysis helps in giving a proactive approach to the Problem Management by which you can avoid the occurrence of the problem earlier rather than resolving the problem at a later stage. The reports in UPSD gives you information on identifying the real causes of Incidents created earlier and what should be identified as a problem. Get the pattern of failure from an Item based reports (Report on Request by Item and Report on Problems by Item) and identify the IT service which has to be improved.

Problem Incident Login -

The Problem logging is critical as all the necessary information and conclusion from the incident has to be captured while creating the Problem. Create a problem from the Incidents maintaining the complete association and the information from it. Avoid duplicates by searching for similar existing problems before the creation of a new Problem.

1. Categorization -

Problem categorization is very essential to avoid ambiguities. UPSD helps in applying the incident categorization automatically to a Problem when it is created and this helps in keeping the Problem technicians in the same level of understanding as the Incident technicians. When the number of incidents raised is more, it might be a painful task to search these incidents and associate to the Problem. The categorization makes it simpler to search the incidents and associate these with the Problem.

2. Prioritization -

Focus on the business critical problems based on the problem prioritization. Problem prioritization helps technicians to identify critical problems that need to be addressed. Impact and Urgency associated with a problem decides which problems need to be addressed first. When a problem is created from an incident, the impact, urgency and priority values get assigned from it automatically and reduce the task of prioritizing the problem for technicians.

UPSD also helps in identifying the Asset-User relationship at the time of the IT service failure and defining the problem priority.

View Problem -

Focus on the business critical problems based on the View problem Incident. View Problem Incident helps SD to identify critical problems that need to be addressed. Impact and Urgency associated with a problem decides which problems need to be addressed first. When a problem is created from an incident, the impact, urgency and priority values get assigned to technician from it automatically.then First SD see it and assigned to technician.

When technician logs in upsd he get list of incident which assigned to him by SD.and technician solve it by prioritywise.

UPSD also helps in identifying the Asset-User relationship at the time of the IT service failure and defining the problem priority.