Problem Management

Problem management, as defined in the ITIL framework, aims to resolve the root causes of incidents. The goal of the Problem Management process is to reduce the number of incidents in IT services and infrastructure, and to provide solid workarounds and solutions for recurring incidents.

The cross-application functionality of Efecte Edge allows service managers to link incident, change, asset and knowledge management to smooth service operations from a single point of record.

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Efecte Problem Management Application:

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Key Functionalities

  • Create solutions for recurring incidents
  • Identify and remove root causes of known errors
  • Link problems to knowledge base
  • Analyze incident trends: Identify causes of problems before incidents occur
  • Improve service quality by measuring service areas with frequent problems