Problem Management Eases Help Desk Burdens Operate and Optimize Research Note

Problem management can take a help desk from simply managing client incidents as they happen to a more controlled method of addressing incidents before they occur, thus minimizing the impact of known errors. However, problem management requires a high level of help desk maturity in order to be effective.

The note will discuss:

• The ability of problem management to improve the help desk.
• The differences between problem management and incident management.
• A closer look at problem management processes, and related supporting functions.
• Appropriateness of problem management for the enterprise.

This note will define the problem management process, provide a sample of such a process, and provide recommendations on the appropriateness of problem management for effective optimization of the help desk.

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Problem Management Maturity Tool Operate and Optimize Research Note

The ability of the enterprise help desk to analyze reported incidents for repair, to fix recurring errors, and to proactively prevent initial problems is part of the problem management function as defined by ITIL. However, problem management requires a high level of help desk maturity in order to be effective.

This tool will:

• Assess the service desk maturity level.
• Offer guidelines on implementing problem management processes.

The enterprise's readiness for ITIL-aligned problem management functions depends on the service desk's ability to master more basic service desk functions.

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