An Integrated Service Desk

Problem Management

Recurring issues caused by errors within the IT infrastructure have a negative impact on businesses. Problem Management minimizes this impact by proactively identifying the root cause of Incidents and taking action to resolve the situation to prevent a recurrence.

Over time, effective Problem Management will significantly reduce both the number of Incidents reported to the Service Desk and the impact of Incidents and Problems on your business.

VMware Service Manager provides:

  • Real-time trend analysis of Incident data for proactive Problem Management.
  • One-click functionality to promote an Incident to a Problem.
  • Automatic population of associated Incidents with details of a workaround.
  • Automatic resolution of related Incidents when a Problem has been fixed.
  • Problem prioritization based on business impact and urgency, available resources and potential risk.
  • Single-click creation of Problems and Known Errors.
  • Real-time access to potential solutions via the Knowledge Bank.
  • Seamless integration with Known Error and Change Management processes.

Key Business Benefits
  • Reduction in the volume and severity of Problems and Known Errors
  • Stable IT infrastructure
  • Improved business productivity
  • Knowledge base that continually grows with lessons learnt from past experience

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