OTRS-

otrs AG

• Provision of consistently high service quality
• Identification of problems and known errors before failures occur
• Reduce repeat incidents and resolve issues more quickly
• Share knowledge effectively
• Efficient root cause analysis and assessment of the business impact as basis for resource planning
• Analyse trends
• Documentation and provision of existent resolution knowledge
• Long-term resolution for recurring problems and failures

Problem management is supposed to reduce the negative impact that failures and problems have on availability and quality of your IT services to a minimum. The root cause of most problems can be found in the IT infrastructure. It must be identified and remedied as quickly as possible. Ideally, in a proactive problem management failures are identified even before they occur. Unknown error causes are conveyed to known causes and remedied in order to ensure smooth business operations.

OTRS::ITSM helps in quickly identifying and resolving problems. The key fundament of IT service management, the CMDB/CMS, provides cross-process and up-to-date information on the interdependencies between IT services, your customers, the IT infrastructure and the configuration state of the configuration items stored in it.

• Comprehensive process support for your IT service organization:
  
  • Problem identification and logging
  • Classification
  • Prioritization as base for resource allocation
  • Problem cause diagnosis
  • Resolution coordination, e.g. workaround or RfC
• Overview on all current/historic incidents
• Provision of relevant information for the sub processes:
  
  • Problem control (problem tackling)
  • Error control (error tackling)
  • Proactive problem management (e.g. ticket trend analysis) and
  • Management information (on incidents, problems and known errors)
• Access to existent resolution knowledge in the knowledge base
• Targeted, automatic notification of users / user groups concerned or the management about the progress of resolution