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MSM Problem Management

Identify, adapt and improve

Problem Management is one of the most important proactive support processes in any organisation. It is often referred to as the quality management process because it focuses on analysing requests to detect a recurring pattern and underlying root cause. These patterns identify structural problems within the infrastructure and the resources applied to resolve them.

Proactive: "Acting in advance to deal with an expected difficulty"

Our clients use MSM to:

  • Identify the areas having the highest business impact
  • Search knowledge base for common problems and resolutions
  • Identify what equipment, locations and services are causing the most problems
  • Search for similar problems
  • Analyze the Top10 areas taking up staff resource
  • Identify problem trends and improvements
  • Define known errors
  • Report on volume statistics
  • Related incidents and changes.
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