Problem management is one IT service management module that tends to get overlooked by organizations. Incident management gets attention because so many businesses need to find ways to improve everyday efficiency. Change management also gets a great deal of attention, largely because trends like continuous integration and a need to reduce risk are making change operations a point of emphasis in IT departments. Problem management, however, can be just as important for organizations that focus on handling problems.
Three of the most noteworthy advantages created by problem management include:
1. Eliminates Repetitive Incidents
Many businesses face incidents that occur consistently and, in plenty of cases, these issues are a sign of underlying flaws in the IT configuration. Instead of taking the time to analyze the incidents and work towards a permanent resolution, some organizations will look to find ways to accelerate incident response times to ensure that the issue can be dealt with quickly rather than permanently resolve them. In this way, organizations minimize the impact that the repetitive incident has on their operations, but they never really deal with the problem.
A good problem management platform will simplify and streamline the process of identifying the underlying reasons why users are consistently running into the same incidents. This makes it easier to pinpoint the changes that need to be made and ensure that common incidents do not keep coming up.
2. Give Your Service Desk More Time
Repetitive incidents, no matter how efficiently you resolve them, take a great deal of time away from your service desk employees. Creating value from your support team hinges on maximizing their time. You put resources into training and education and don't want that investment to go to waste by having your workers spending their time on simple, frequent incidents. Using problem management to resolve issues in the configuration and reduce the quantity and frequency of incidents plays an essential role in freeing time for your service desk to focus on tasks that create direct value.
3. Create an Environment of Progress
It is easy for a support team to get bogged down when they are constantly needing to deal with the same types of incidents over and over again. This kind of operational environment is tedious and can cause workers to get bored, shut down mentally, and start going through the motions. A support team that takes on this type of character can quickly become ineffective because employees are disengaged. A problem management platform creates an expectation of continual progress that can ensure your support team does not get mired in tedious incident management processes.
The ability to solve the underlying problems that create incidents in the first place is invaluable for businesses. IT environments are becoming more complex all the time, and the ability to move away from repeatedly tackling incidents and toward real solutions can empower your staff. Problem management is the key that unlocks meaningful progress for IT and support teams.