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Problem Management

The Service Desks of many organisations are under pressure to respond to the ever increasing demands of faster response and resolutions time while reducing costs.  Specifically organisations want to reduce the time to deal with incidents, the number of incidents occurring that result in business impact and outages and improve the efficiency of running support operations.

Fusions Problem Management offering is based on the development of best practice processes detailed in IT Infrastructure Library (ITIL®) and Remedy Problem Management that is part of the Remedy Service Desk application. Remedy’s Problem Management (PM) provides an ITIIL based process that allows an organisation to identify and fix the route cause of problems so that they do not occur again. Furthermore, it builds a knowledge base that allows:

  • Common fixes, work arounds and correct usage to be captured in a knowledge base
  • Service desk support staff to improve resolution time
  • Selected knowledge base information to be available to end users to enable self service
    

Fusion has extensive experience helping customers implement ITIL based Problem Management using the Remedy Service Desk application .  Our offering consists of: 

  • Providing a briefing to senior management on the benefits of Problem Management
  • Best practice templates for processes and roles in PM
  • Configuration of the Remedy Problem Application and its integration with Incident  and Change Management
  • Configuration of incident management for searching and using a Known Error and Solutions database
  • Problem Management reports with best practice KPIs

Through the implementation of problem management support organisations typically realise the following benefits:

  • Solve Cases Faster through
    • Improved Time to Resolution
    • Increase in First Call Resolution
  • Optimize Use of Resources
    • Call Reduction due to Root Cause Removal
    • Improved Time To Proficiency
    • Improved Employee Retention
    • Improvement in Employee Satisfaction
  • Enable self service resulting in call deflection (solved via web self service)
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