Problem Management

IncidentMonitor™ minimizes the impact of incidents and problems within an IT infrastructure to reduce errors and the chance of recurrence. It helps to automate processes associated with both proactive (identifying infrastructure problems and proposing resolutions) and reactive problem management (identifying the root cause and an incident that has happened and suggesting resolutions).

Processes include:

Problem Control

• Analysis and information gathering from other ITIL^® processes
• Problem identification and reporting according to specific priority status
• Investigation and diagnosis to determine root cause and pass on to Error Control

Error Control

• Identification and recording of known errors identified by Problem Control
• Solution investigation to assess and resolve the error
• Solution definition to and development of a request for change (RFC) through the Change Management Process
• Post implementation review to evaluate the solution and changes
• Closure of the problem