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NSPL SOlution Advisor

Problem Manager

The coordinating role of the NSPL problem manager is a critical component of delivering a quality service and customer incident. Its pivotal role underpins organizational, stakeholder and customer assurance in the service provider.

The problem manager has to make sure that the right quantity and quality of resources are accessible for the team to manage the problem, and for acceleration and communication to management. NSPL IT service management (ITSM) software provides you with everything you want to meet this challenge: identify problems, get to the root reason and resolve them permanently.

As a problem manager, it is necessary you instil confidence, promote a professional approach and encourage staff working. It is why NSPL software automatically ensures a high level of client communication has maintained at all times. NSPL software provides you with intelligent functions: complex search and knowledge management capabilities, tendency reports and alerts, graphical risk assessment and dependence viewers, skills matrix and automatic expert assignment and priority escalation.

NSPL Problem Manager contains the following two processes:

  • Reactive Problem Management has implemented as part of service operation 
  • Proactive Problem Management initiate in-service operation but generally driven as an element of Continual Service Improvement

The NSPL problem management procedures.

Problem detection – Proactively find issues so they can be fixed, or recognize workarounds before future incidents happen.

Categorization and prioritization – Track and appraise problems to keep staffs organized and working on the most relevant and high-value issues.

Investigation and diagnosis – Categorize the underlying contributing causes of the problem and the excellent course of measure for remediation.

Built a known error record – In ITIL, a known error is “a problem that has an acknowledged root cause and a workaround.” Recording these details leads to less downtime if the problem triggers an occurrence. It typically stored in a file called a known error database.

Design a workaround, if necessary – A workaround is a temporary solution for reducing the force of issues and keeping them from becoming incidents. These aren’t ideal, but they can maximum business impact and avoid a client-facing event if the problem can’t be easily eliminated and identified.

Workout and close the problem – A closed problem is one that has been terminate and can no longer source another incident.