Problems

A problemMultiple incidents exhibiting common symptoms or a single incident with no known cause. is defined as multiple incidents exhibiting common symptoms or a single incident with no known cause. The primary objective of Problem ManagementA process designed to eliminate recurring incidents from the IT infrastructure. is to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes incident records, and uses data collected by other HEAT processes to identify trends or significant problems.

Problem Process

Sample Problem Process

Viewing Problem Records

• Log into the Service Desk Console as a Problem Manager or administrator, then open the Problem workspace. A list of problems appears.
• Double-click a record to view details.

Problem Workspace

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