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Critical and recurring incidents can be the weakness of your service portfolio, making a clear problem management process critical for successful service management. To successfully manage these problems, an organization must balance service restoration and problem resolution.
This tool will help you:
- Evaluate your current problem management practices from the initial inputs from the service desk to the successful problem resolution and metric reporting.
- Provide clear recommendations through a detailed gap analysis contrasting your current maturity against your envisioned goal state.
Use your tool findings to assist in building your process road map and selling the need for a process design to critical stakeholders.