You may not be able to completely prevent incidents from becoming problems, but you can quickly identify problems and their root causes. When a major problem impacts your employees, it’s critical to escalate this issue through your internal ITIL framework and processes so it can be quickly resolved – ensuring your employees and your organization remain productive.
Remove the redundancy of multiple agents tackling the same issue. Quickly and seamlessly align incidents to a related problem so you can streamline diagnosis and resolution of the issue.
Communication is key when you have a problem impacting employees across your organization. Let them know you’re on top of it and provide temporary workaround solutions. Keep them in the loop with mass status updates to anyone affected as you work toward a resolution.
It’s important to ensure you have the complete picture when it comes to problems. Align problems that arise to applicable changes and your CMDB. Using the ITIL framework to streamline resolutions, you can build historical data for more proactive resolutions of future issues.