This documentation supports the 22.1 version of BMC Helix ITSM Insights.

To view an earlier version, select the version from the Product version menu.

Determining areas for problem investigation

The goal of Problem Management is to minimize the number of incidents and reduce the impact of incidents that the Service Desk has to manage. The proactive problem management process starts with identifying the clusters of incidents in historical ticket data to target areas for root cause analysis and incident reduction.

As the problem coordinator, you can identify the frequently recurring incidents and initiate the root cause analysis to prevent these incidents from occurring in the future and improve Service Desk efficiency.

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