From the IT Service Management (ITSM) perspective, when employees request IT assistance when problems occur during work, we call this an Incident, which will affect the quality of IT services for the organization.
The term IT problem or problem is a bigger problem. To improve the efficiency of employees, which will affect the organization, we should consider using information technology to support the organization’s business goals and help manage incidents to be solved quickly and conveniently. This will help your organization save costs and play an important role in increasing employee and customer satisfaction. One of the main goals of problem management is to reduce the mean time to repair (MTTR) by using the root cause analysis process and customizable workflows. A good problem management process will also help prevent future problems.
If you are considering using problem management software to reduce or prevent the impact and increase employee satisfaction, here are 5 things you should look for in enterprise problem management software.
- Automation : Artificial intelligence (AI) will help automate the entire problem management process and send alerts to all relevant parties. In addition, once the problem is solved or the incident is closed, the software will also help in the follow-up process.
- Known Error Database (KEDB) : is a repository of past problems and solutions that can be used to help IT teams resolve problems faster and minimize impacts until long-term solutions can be found.
- Visibility : The software should include a dashboard that shows the timeline, deadlines, and severity and urgency of the issue to help provide clarity on the systematic and transparent problem management process.
- Proactive : Proactive problem management aims to anticipate future problems and prevent them from occurring, allowing your IT team to be more effective at preventing problems.
- Tracking Service Level Agreements (SLAs) : These are service level agreements between the ‘service provider’ and the ‘customer’. A good problem management software will track SLAs to measure severity, urgency, and help improve resolution times.
Freshservice software from Freshworks helps in incident management to reduce average repair time, manage problems and prevent business disruptions. Freshservice can quickly analyze root causes, record impacts and take corrective action. It also has a dashboard that allows you to track progress and view a timeline of incidents. Freshservice can help prevent duplication of troubleshooting and plan for long-term prevention of problems.
In addition, Freshservice also has a knowledge base system to help the IT team respond to employees faster and more accurately. The system also supports data storage and management of IT assets, both software and hardware, including copyright issues and purchase requests.
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Reference article:
https://freshservice.com/5-must-haves-in-your-problem-management-software-blog/
