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3 Problem management tools
There are a number of key software tools that underpin an effective problem management process. These are subject to change as requirements and technology are updated and so specific systems are not described here. However, the main types of tools that play a significant part in the process within [Organization Name] are as follows.
3.1 Service desk system
The service desk system provides the workflow engine and database to implement the core activities within problem management. These include:
Problem logging Routing and assignment of problems to teams and individuals Recording of actions against problems Updating of problem status from open through to closed Assessment of impact and urgency and auto-calculation of priority Email (and other forms of) communication with users from within problem records Problem categorisation to multiple levels Reporting Knowledgebase of past incidents with search capability Known error database
The service desk system is integrated with the systems that support various other processes, including incident, change and configuration management.
3.2 Problem analysis and investigation tools
There are various root cause analysis techniques that may be used during the different stages of the investigation of a problem. Some of these, such as Pareto Analysis and Ishikawa Diagrams, may be supported by tools implemented using spreadsheets and mapping software.
3.3 Email and collaboration tools
The email system, and other collaboration tools where available, are key to communication between the problem management team and other involved groups such as users and suppliers.
3.4 Configuration management system
The CMS provides real-time information about the hardware and software within the IT environment and allows problem management to view any changes that have been implemented on key components that are under consideration with regard to a problem. It allows the installed software and its versions to be viewed without the need to access the user’s computer remotely as well as helping problem management understand the relationships between service components.
