Problem Management in Service Desk Systems

Comments · 151 Views

Incident management is an IT service desk management system process responsible for managing the lifecycle of potential "incidents".

Incident management is an IT service desk management system process responsible for managing the lifecycle of potential "incidents". Success is achieved by quickly detecting and providing IT services Mississauga solutions or workarounds to problems to minimize their impact on the organization and prevent them from recurring. Incident management also tries to find bugs in the IT infrastructure that cause problems and contribute to problems that users may experience.

The business value of problem management

The problem management process works together with incident and change management to deliver value to the business in a variety of ways. The primary goal of the service desk management system is to minimize the impact of problems on the business and prevent them from recurring. If successful, downtime and interruptions will be reduced. Additional benefits include:


• Increase service delivery

• Improve quality serving

• Reduced problem-solving time

• Reduce the number of incidents

• Increase productivity

• Discount

• Improve customer satisfaction

Issue management process flow

How does problem management work? ITIL problem management is more than just solving problems; it takes into account the entire lifecycle of an Issue. The in-service desk management system incident management lifecycle process flow can be structured to manage issues that are initially reported by users or help desk technicians as issues through self-service portals, telephony, email, face-to-face, or potential issues automatically detected by ITSM. Personnel or technology before the Incident. The scope of the Issue Management process flow includes:


1) Detecting the problem

Incidents can be detected in several ways, including as a result of incident reporting, ongoing problem analysis, and automated detection using event management tools or vendor notifications. An issue is usually discovered when the cause of one or more problems is reported to the helpdesk. Maybe the service desk resolved the problem and it happened again, but they weren't sure about the underlying root cause and so created a crash log.

2) Logging problems

To maintain a complete history, all incidents, regardless of the method used to identify and report them to the Help Desk, must be recorded with all relevant details including date/ Hours, User, Description, Associated CMDB Configuration Item, Related Issues, Solution Details, and Shutdown Information.

3) Investigation and diagnosis

A root cause investigation will take place depending on the impact, severity, and urgency of the problem in question. Common investigative techniques include looking at the Known Error Database (KEDB) to find problems and corresponding solutions and/or recreating the error to determine the cause.

4) Workaround

In some cases, temporary fixes or workarounds can be provided to users experiencing problems related to the problem. However, it is important to find a permanent solution to the underlying error detected by the incident manager.

5) Create a known error log

Once the investigation and diagnosis is complete, it is important to create a known fault log. Should problems or issues arise in the future, an investigational support technician will identify and provide a solution faster using the Known Fault Database (KEDB) and alternatives relate to.


Incidents are often described as an unplanned investment in the future reliability of your service. An effective service desk management system delivers valuable service improvements while identifying and eliminating the causes of problems.