Problem Management

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Automate problem creation and escalations
Utilize various methods to ensure proper information gathering
Integrate problem management into other ITSM processes

Streamlined operations with auto-problem creation

Eliminate the bottlenecks of daily business operations with automated problem record creation and notifications. End-to-end automation eliminates manual incident tracking, making the process more transparent and efficient.

Integrate processes and activities between people and systems

Problem details are captured in the problem record, which the technician can create manually or automatically based on recurring incidents. Once the record is approved, SummitAI helps technicians identify the underlying root cause using techniques, such as Fishbone / 5 Why Analysis. The technician can document the root causes and submit for automatic approval and review routing.

To resolve problems faster, SummitAI helps identify any short-term workarounds. Technicians can review the solution to ensure it has been eliminated, identify preventive actions that should be taken to avoid problem recurrence, and update the knowledge base with any known errors.

Focus on cause, not on symptoms

A systematic RCA process helps reduce costs and speed resolutions by detecting problems early. SummitAI uses a variety of techniques to perform RCA, including Fishbone Analysis and 5 Why Analysis.

Fishbone Analysis is suited for effective brainstorming and discovery of multiple root causes by visually displaying a particular problem and possible causes. Technicians can document the results for every probable cause, track actual cause, and record relevant proof points or attachments for each.

A “5 Why Analysis” is conducted by asking “why” 5 times to identify a problem’s root cause. The problem description is the starting point, and the technician can document the reasons for “Why?”. For each determined cause, a technician can assign the action a target date. The action owner working on the cause can update the status as “in progress” or “resolved.” If a technician cannot instantly resolve a cause, it can be added as a known error in a knowledge article.

Technicians can enable the Corrective Action Preventive Action (CAPA) model to capture corrective and preventive actions to prevent root cause recurrence.

Define SLAs for problems based on parameters

Track all service level commitments by defining service level agreements (SLAs) based on various parameters, including problem categories and workgroups, proactive problems and reactive problems, and priorities and risks.

Root cause and analysis (RCA) deadline and resolution deadlines are automatically captured based on the nature of the problem. Technicians can capture risks associated with a problem record based on the nature of the problem, so they can effectively prioritize the problem records. Technicians can also pause an SLA timer at a specific status to ensure they can have additional time to resolve the problem without violating the SLA in the problem records for that status.

Integrate with other IT service management processes and capabilities

Maintain known errors as knowledge articles that both technicians and end-users can easily reference. End-users can refer to a knowledge article to avoid logging the same incident, thereby reducing incident volumes. Technicians can publish known errors as bulletins (if applicable) on the self-service portal and avoid duplicate creation of incidents. Technicians can create problems from incidents and link similar incidents to a problem in the relationship tab. Once a root cause is identified and fixed, and if it requires a change in software or hardware, a technician can create a change record from the problem and initiate a change process.

SummitAI Service Management Modules