Nip IT problems before they cause widespread business disruptions. How? Through Onspring’s configurable Problem Management solution, an ITIL- aligned ITSM tool that links incidents, investigates root causes, analyzes against timelines, compiles workarounds in a knowledge base and provides intuitive reporting to minimize the frequency and impact of future problems.
Automate problem creation based on your configured incident rules and SLAs, which also generates a unique problem record number, allowing you to manage a problem’s related incidents, status and closure.
Incident Relationships & Trending
Analyze trending patterns within incident records, detect recurring issues, link existing incidents to problems as well as evaluate related incident information from internal teams, suppliers and partners.
Problem Escalation & Investigation Management
Assign impact & urgency to a problem that activates designated teams for root cause investigation. Root cause analyses systematically reference known errors and can uncover new, undetermined causes.
Mitigation & Exception Tracking
Monitor the symptoms, impact and progress of a root cause analysis easily with configuration against a timeline of events. This means you can resolve problems more efficiently, plan for downtime and mark exceptions for reassessment.
Known Error & Workaround Management
Each complete root cause analysis creates a known error record, which is logged into your Known Error Database, an invaluable reference set for agents who can adeptly prevent future problems through associated workarounds.
Deploy updates on remediation status and prevent redundant incidents from being logged through automated notifications. Upon problem resolution, our solution can automatically close all related incidents and notify end users of closure.
Reports & Dashboards
Check real-time investigations with fully customizable dashboards & intuitive reporting capabilities specifically for Problem Managers and the Problem Management Team. Integrated metrics can survey & measure progress, resources and timelines, which offers greater visibility into resolution processes for agents and business units.
Our no-code platform gets you up and running—configured precisely for how your team works problem management—as quickly as possible. And if your process changes? Our software can reflect those changes, too.
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