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.

This downloadable tool is associated with the research note, “Problem Management Eases Help Desk Burdens.”

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