ITIL Problem Management

Addressing the root cause of problems

Sandi Day, Cisco Team Lead
What Is ITIL Problem Management?

What Is ITIL Problem Management?

Effective ITIL Problem Management helps the enterprise minimize of occurrence (and recurrence) of potential problems that interfere with the efficient running of the organization. It encompasses four key areas:

  1. Diagnosing the root cause
  2. Determining the best resolution
  3. Managing the resolution through change
  4. Keeping track of workarounds and solutions

At its core, proactive Problem Management supports the organization by addressing why a problem occurs in the first place—what is the root cause?

Continuant manages Problems throughout their lifecycles using established processes and procedures that are founded on the Information Technology Infrastructure Library (ITIL) framework, allowing our team to determine trends that can be reversed by identifying and removing underlying root causes of incidents, especially for recurring issues.

This in-depth analysis can reveal solutions for problems hiding beneath a more visible symptom. Once the underlying cause is determined, Continuant experts look at the overall life cycle of a problem or incident to determine how to keep it from occurring in the future.

Market research collaboration
Market research collaboration

Benefits

By implementing a Problem Management program, you can expect:

  • Reduction of incidents;
  • Improved quality of service;
  • Reduced cost for reactive support;
  • Improved outage resolution times;
  • Increased productivity.
Matthew Prichard, Service Desk Technician Matthew Prichard, Service Desk Technician

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