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 Home >Products >PF HelpDesk >ITIL >Problem management

 
ITIL - Problem management and PF HelpDesk
 
Problem management procedure  

 PF HelpDesk action
Problem classification   Problem types are identified by administrator in the PF HelpDesk Settings and selected by helpdesk staff
Problem identification and recording   Done by helpdesk staff in their normal use of PF HelpDesk
Trend analysis, problem investigation and diagnosis, targeting support action   Analysis of data via reports from OLAP Reporting Tool for Excel
Providing information to the organisation   KBase articles, in Outlook or published to website or intranet
  
PF HelpDesk complies with requirements for proper problem management:

  • Problem records can be created, changed and deleted

  • Each problem record has a unique ID

  • Time and date will be automatically recorded in the problem record

  • Problem records are separated from incident and change request records

  • Problem records can be classified according to priority and category

  • Problem records contain status information

  • Problem records can be linked to configuration items

  • Problem records can be linked to and routed to support partners

  • The terms ‘problem’ and ‘known error’ are used as intended in the ITIL-library

  • Problem records can realize a change in status to known error

  • Problem records can be linked to change records

  • Problems are monitored and tracked against tolerance breach

  • Provides management information about the process


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See also
Incident management
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