ITIL Problem Management
Quickly resolve problems and improve employee productivity
Accelerate troubleshooting with ITIL problem management
Easily group similar incidents to streamline problem management
Your service desk receives multiple requests each day about incidents related to the same issue. Unless service tickets are quickly grouped, this can lead to several agents working on the same issue, wasting resources and decreasing productivity. With SolarWinds Service Desk you can easily link incidents related to a single issue, eliminating redundancy and ensuring agents are working on distinct problems. Instead of handling twenty separate tickets, an agent will only need to update the problem ticket and can then post the response or fix to all twenty incidents at the same time. Essentially, Service Desk can help bring agent efficiency to new heights.
Align incidents for quick diagnosis and resolution
Track changes and configurations that can cause problems
The repercussions of different incidents go beyond the IT desk. Incidents can also resonate across internal operations, leading to widespread issues. That’s where SolarWinds Service Desk can help.
This helpful tool can assist your team in keeping track of changes and configurations responsible for causing problems. Service Desk can align with your configuration management database (CMDB) for greater visibility into changes for hardware and software assets across your entire organization, allowing for faster response times so you can prevent, mitigate, and resolve issues quickly.
Monitor work progress and build historical data to improve future planning
Having a comprehensive understanding of changes and service trends can accelerate the problem resolution process. In fact, using an ITIL framework to streamline resolutions means building historical data for more proactive resolutions of future issues. With SolarWinds Service Desk, you can automatically create a backlog of past incidents. You can view how many changes have occurred in a chosen time frame by clicking Analytics, Reports, Templates, and Problems / Changes / Releases. Then, you can customize your report output by adding filters, leading to better visibility into your process and a stronger understanding of whether an action resulted in an increase or decrease in changes.
IT problem management to help simplify your life
Service Desk
Group similar incidents together to streamline problem management
Easily track changes and configurations to pinpoint root causes
Gain the information you need to improve planning
Let’s talk it over.
Contact our team. Anytime.