Recurring incidents and major IT snags can hamper your enterprise's organizational efficiency and profitability. ManageEngine ServiceDesk Plus empowers enterprises to move beyond fixing issues reactively. Leverage predictive intelligence and workflow automations to eliminate the root causes of such IT disruptions, ensuring seamless service continuity.
Zia, the native AI assistant, helps teams work faster with the help of predictive intelligence that predicts problems and intelligently routes incoming problem tickets to the right technicians.
Build visual problem management workflows on a drag-and-drop canvas that enables you to standardize the problem management process and align it with popular RCA frameworks, such as the five whys.
Automate repetitive tasks like notifying stakeholders about RCA progress, updating field values, or sending approval requests.
Build dynamic problem templates and customize them on a drag-and-drop canvas. Record every aspect of your RCA, including assessing symptoms, understanding the impact, and other pertinent diagnoses.
Avoid the duplication of incident tickets by acknowledging and making organization-wide announcements about problems you are investigating. Notify stakeholders at every stage of the problem management process, from identification and investigation to resolution.
Whether you're managing multiple recurring incidents with the same root cause, undertaking a change, or deploying a release to fix a problem, analyze dependencies and impacts with the native CMDB in ServiceDesk Plus. Associate configuration items, incidents, changes, and releases with problem tickets for enriched context and rapid resolution.
Document the initial work-around and the resolution and convert the documentation into a repository of knowledge articles for the future. Mark unresolved problems as known errors so that your IT technicians can quickly share work-arounds and focus on resolving underlying issues.
If you have questions about how ServiceDesk Plus can help your enterprise perform accurate, timely RCA and fix problems, talk to our product experts today.
Book your free slotITIL defines a problem as a cause, or potential cause, of one or more IT incidents. Problem management is a procedural way to ensure that no repeat incidents occur by delving deep to find the root cause and fix it, all while reducing the severity of the incidents through suitable documentation of known problems and providing work-arounds.
