Proactive Problem Prevention

“The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention.”

LiveTime Service Manager successfully combines the two major processes of Problem Management, Reactive and Proactive Analysis, to allow organizations to minimize Problems that result from Incidents, eliminate Incident recurrence and reduce the impact of unavoidable Incidents.

In addition to manual problem identification, LiveTime uses proactive analysis to automate problem identification via heuristics and its built-in search engine to assist support organizations in their quest for continual service improvement.

Impact Analysis

Tightly integrated with the CMDB, the impact of problems on business services can be traced via the relationships defined in the service catalog. A quick glimpse of the Problem record allows the technician to identify the criticality level of the Problem and the number of people affected.

Using the relationship map, the problem management team is able to update the Problem record with the troublesome Configuration Item (CI) information, once the root cause is established.

Proactive Analysis

LiveTime’s powerful Incident Analyzer saves time and effort, as it automates the detection of Problems based on all Incidents logged with the Service Desk. A system Administrator sets the parameters for Problem identification, leaving LiveTime to auto-create and route Problems based on areas of expertise.

Process Integration

The tight integration between Service Request, Incident, Problem and Change Management allows Service Desk staff to easily generate a Problem from the underlying Request, which ensures technicians can get on with the business of identifying the root cause of the Problem. Should the Problem trigger a Change to an underpinning Configuration Item, Change Requests can be initiated directly from the Problem and or Incident or Service Request. Capitalizing on the full visibility across the support processes, Service Desk staff can easily manage and communicate the impact of problems on business services effectively.