ITSM Problem Management
Efficient Problem Management
Problem Control and Prevention
Problems are defined as the root cause of one or more incidents. The Problem Management process:
- Is responsible for managing problems.
- Should proactively prevent their occurrence.
- Maintains and provides access to the knowledge base.
How Do We Find Out?
Support staff can report problems directly through the Unicorn solution built on Jira.
Recording
Service team members document problem details, choose appropriate categorization, and link related events.
Prioritization
Priority is determined based on the frequency and impact of related incidents.
Root Cause Analysis
The service team identifies the main cause of the problem and records it along with the solution to support the resolution of related events.
Search
Atlassian products enable tagging, linking, and full-text searching of recorded problems for easier access.
Workflow
Users are guided through the entire process by a well-designed workflow that ensures consistency and clarity.
