OTRS-

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.

Requirements

Identification of problems and known errors before failures occur
Long-term resolution for recurring problems and failures
Efficient root cause analysis and assessment of the business impact as basis for resource planning
Documentation and provision of existent resolution knowledge
Provision of consistently high service quality

Key features & advantages

OTRS::ITSM helps in quickly identifying and resolving problems. The key fundament of IT service management, the CMDB, 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 database
Targeted, automatic notification of users / user groups concerned or the management about the progress of resolution