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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.

Also In

Establish a Rigorous Problem Management Process

Use the ITIL framework to implement both reactive and proactive problem management practices.

Solution Set Steps

  1. Make the case for problem management
  2. Assess current state and determine goal state
    • Current Maturity and Gap Analysis Assessment Tool
  3. Enhance the service desk and incident management processes
  4. Set the foundation for problem management
  5. Develop the problem management process
  6. Manage successful problem resolutions
  7. Implement a problem management process and measure its performance


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