ServiceNow & Proactive Problem Management – A Complete Guide

As AI-enabled tools continue on to make a mark on IT operations, the face of Incident Management and proactive Problem Management in the enterprise world is beginning to revolutionize. Companies spend a significant amount on "firefighting" activities and resolving these issues as quickly as possible is critical because it directly affects productivity.

The ITSM system is up and running. However, IT specialists are struggling to cope with the flood of similar incidents, fixing them time and time again. Does the situation sound familiar? If so, then Royal Cyber recommends considering proactive Problem Management in addition to already familiar Incident Management.

Problem Management is one such process to prevent incidents from arising. Businesses often confuse this with the Incident Management process due to their resemblances, and lots of organizations do not have a Problem Management process. Incident Management resolves issues as soon as possible and reinstates services back to normalcy; however, the main goal of Problem Management is to deliver permanent resolution and avoid these incidents from happening with the help of the Change Management process.

An incident is any unplanned interruption in service or loss of quality.

A problem is a source of one or more incidents.

Incident management is the practice of managing the lifecycle of incidents.

Problem management is the process of handling the lifecycle of all problems that happen or might happen in an IT service.

Benefits

  • Improved service availability - Proactive Problem Management guarantees continuous service and avoids major incidents
  • Consistent service quality - A high-quality service is necessary for service excellence
  • Reduced costs - Major incidents are evaded, and subsequent costs are saved
  • Improved customer satisfaction - Problem Management provides a permanent solution to recurring incidents that improve end-user satisfaction
  • Improved overall productivity - Finding RCA and permanently fixing an issue ensures smooth business operation

Royal Cyber Recommendations for Proactive Problem Management

  • Define the problem correctly

  • Always calculate the value of the problem

  • Turn metrics into your allies

  • Have a Problem Manager

  • Use the right tools

Do you want to start refining your Problem Management process now? Reach out to our Incident Management Advisors, because we have the best tools and team of specialists willing to assist you whenever you need them. For more information, you can email us at [email protected] or visit www.royalcyber.com.

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