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InvGate Problem Management

In addition to traditional ticketing capabilities for incident management and service request fulfilment, InvGate Service Desk offers PinkVERIFY-certified problem management capabilities that help to reduce the impact of repeat issues, known errors, and known problems.

Alignment with ITIL Best Practice

Alignment with ITIL Best Practice

InvGate Service Desk has been built as the optimal blend of ITIL best practice and customers’ real-world IT service management (ITSM) needs. You don’t have to take our word for it – the global ITSM consultancy and training provider, Pink Elephant, has certified InvGate Service Desk’s problem management capabilities as ITIL-aligned.

Workflow and Automation

Workflow and Automation

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

Proactive Problem Management

Proactive Problem Management

InvGate’s problem management capabilities not only allow you to identify recurring incidents types as problems, there’s also the ability to tackle potential issues early and before they become problems. Thus, avoiding not only an influx of service desk tickets, but also the potential adverse business impact associated with the issues.

Integration with Other ITSM Processes

Integration with Other ITSM Processes

InvGate Service Desk 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. For example, a request for change (RFC) can be created directly from the problem record once a resolution has been identified.

Global Ticket Update and Closure

Global Ticket Update and Closure

InvGate Service Desk 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.

Reporting and Analytics

Reporting and Analytics

As with all InvGate Service Desk modules, problem management is supported by a full reporting and analytics suite that allows problem managers and senior management to understand how well the process is performing – from problem identification through to resolution. These capabilities also include the ability to identify process improvements plus meeting governance needs such as audit trails.

Problem Management Templates

Problem Management Templates

Within InvGate Service Desk there are a number of problem management best practice templates available to help you quickly get up to speed. These are designed to help identify root causes, evaluate risks, establish costs, and to understand the levels of problem management success. The InvGate graphical workflow engine can also be used to quickly create bespoke templates for your organization.

Prevention of business-affecting problems

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.

Improved customer satisfaction

Improved customer satisfaction

Effective problem management reduces the recurrence of commonly-experienced IT issues and their unfortunate effect on business operations. This will have a positive impact on both service desk agent and end-user satisfaction.

Better major incident management

Better major incident management

InvGate’s problem management capabilities can also be applied for root cause analysis and resolution post major incidents. It can be used as the backbone of the post major incident review process to improve not only IT services, but also the major incident management process itself.

Improved staff morale and retention

Improved staff morale and retention

InvGate Service Desk’s problem management capabilities remove many of the repetitive issues from service desk agents’ queues. It also provides them with much needed information for dealing with known errors and known problems by way of workarounds. Making for happier IT support staff and a greater probability that they will stay with the team.