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

Improved Customer Satisfaction

Better Major Incident Management

Improved Staff Morale and Retention

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.

Effective problem management reduces the recurrence of commonly-experienced IT issues and their unfortunate effect on business operations. This will have a positive impact on both service desk agent and end-user satisfaction.

InvGate’s problem management capabilities can also be applied for root cause analysis and resolution post major incidents. It can be used as the backbone of the post major incident review process to improve not only IT services, but also the major incident management process itself.

InvGate Service Desk’s problem management capabilities remove many of the repetitive issues from service desk agents’ queues. It also provides them with much needed information for dealing with known errors and known problems by way of workarounds. Making for happier IT support staff and a greater probability that they will stay with the team.

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