Problem Management

Reduce the impact of repeat issues, known errors, and known problems with InvGate Service Management ITIL-accredited problem management capabilities.

Explore the product Start free trial

Screenshot of a Problem Management workflow builder in InvGate Service Management, with validation, solution, and approval steps.

ITIL certified best practices

InvGate Service Management has been built as the optimal blend of ITIL best practice and customers' real-world ITSM needs, and that alignment is independently validated: Problem Management is one of 15 ITIL 4 practices accredited by PeopleCert.

Diagram of the ITIL service lifecycle: Service Strategy at the center, surrounded by Service Design, Transition, and Operation.

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 Management will help you to help yourself by identifying and removing recurring incidents and the associated business impact.

InvGate Service Management automations panel showing actions like reassigning requests, changing priority, and web service calls.

AI-powered problem detection

InvGate AI detects recurring incident types and flags them as problems before they escalate, helping you prevent ticket floods and resolve issues early.

InvGate AI alert flagging a common problem detected across multiple service desk tickets, with the related requests listed below.

All-in-one ITSM solution

InvGate Service Management 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.

Steps menu in InvGate Service Management listing workflow building blocks such as forms, approvals, tasks, and email actions.

Update problem-linked tickets globally

InvGate Service Management 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.

Solution Confirmation screen in InvGate Service Management with Accept and Reject options, next to a customer satisfaction review.

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.

InvGate Service Management analytics dashboard with donut charts showing requests by priority and requests by type.

Benefits of InvGate Problem Management

InvGate Service Management 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.

Features