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.
Action | Reference |
|---|---|
Identify the frequently recurring incidents | |
Perform root cause analysis | |
Create and share presets | |
Create and run jobs |
Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*