Effective Problem Management—which identifies and addresses the root cause of an incident or a series of incidents by identifying, tracking, and resolving the underlying problems—is the IT service strategy that can provide stability and optimize your NOC support.
Using both reactive and proactive approaches to Problem Management can help your organization demonstrate value, seek new efficiencies, and overcome infrastructure issues. Additional benefits of an effective Problem Management strategy include:
Although Problem Management is less visible than incident management, it is just as critical to your NOC. Whereas users feel the direct impact of incidents, they are unlikely to be aware of Problem Management work, because the ultimate objective is to stop incidents before they happen.
This lack of visibility can cause organizations to spend the bulk of their NOC resources resolving incidents, rather than investing in Problem Management to prevent incidents from occurring.
For those receiving our Tier 3 Incident Management services, Standard Problem Management includes performing activities needed to diagnose the root cause of incidents and submitting change requests to resolve those problems. Predictive Problem Management aims to avoid incidents proactively. This service also maintains information about problems and workarounds for use by Incident Management.
Here are a few Problem Management best practices we bring to make our customers more efficient and effective:
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