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MSM Problem Management

Identify, adapt and improve

Problem management is one of the key support processes, focusing primarily on proactively analysing requests to detect a recurring pattern and diagnosing the underlying root cause.

MSM gives you the ability to quickly identify, monitor, report upon and resolve problems - dramatically reducing outages and downtime.

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

Use MSM to:

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