Problem Management
Reduce the impact of repeat issues, known errors, and known problems with InvGate Service Desk PinkVERIFY ITIL-certified problem management capabilities.
ITIL Certified Best Practices
InvGate Service Desk has been built as the optimal blend of ITIL best practice and customers’ real-world IT service management (ITSM) needs. You don’t have to take our word for it – the global ITSM consultancy and training provider, Pink Elephant, has certified InvGate Service Desk’s problem management capabilities as ITIL-aligned.
Automate Problem Management Activities
Let the technology help you speed up and progress, problem management activities – from problem identification, logging, investigation and root cause analysis, through to workaround creation and resolution via the change management process. InvGate Service Desk will help you to help yourself by identifying and removing recurring incidents and the associated business impact.
Tackle Potential Problems Proactively
Avoid an influx of service desk tickets by Identifying recurring incident types as problems and tackle potential issues early and before they become problems.
All-In-One ITSM Solution
InvGate Service Desk is a single ITSM solution on a single technology platform such that the problem management module automatically works with other ITSM capabilities such as incident, change, and configuration management.
Update Problem-Linked Tickets Globally
InvGate Service Desk links problems to the associated incident tickets, offering the ability for service desk agents to update these tickets collectively rather than needing to do so individually. In doing so, end users are always empowered to access the most up-to-date information on their issues, and the associated problems, via self-service.
Problem Management Analytics
Understand how well the process is performing – from problem identification through to resolution. Identify process improvements plus meeting governance needs such as audit trails with InvGate’s full reporting and analytics suite.
Benefits of InvGate Problem Management
InvGate Service Desk will keep your company from wasting time and resources on recurring incidents that could be avoided through effective problem management activity. InvGate’s problem management capabilities will help IT teams to systematically identify, understand the root causes of, and remedy problems to improve day-to-day service desk operations and IT service delivery. The benefits include:
Prevention of Business-Affecting Problems
Removing problems and managing risks before they can adversely impact business operations is a great bonus for IT support teams. Particularly with the identification of issues that will ultimately manifest in widely-affecting major incidents.
Discover other Service Desk features
Everything you need to provide outstanding service.
Ticket Mgmt
Manage your incidents
Analytics
Analyze your efforts
Self-Service
Encourage self-help
AI
Enhance support efficiency
Integrations
Expand functionality and usability
Problem Mgmt
Get proactive
Automation
Automate support processes
Workflows
Improve IT efficiency
ITIL
Employ best practices
Knowledge Base
Build and share knowledge
Change Mgmt
Better manage change
SLAs
Prioritize IT operations
Gamification
Improve team productivity
Multiple departments
Extend outside IT
