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Identifying problems proactively

This use case describes how problem coordinators can identify frequently recurring incidents and improve Service Desk efficiency by preventing these incidents from recurring in the future.

The following video (1:05) provides an overview and demonstration of Proactive problem management. (The interface reflects version 22.1)

icon_play.pnghttps://youtu.be/3oCRe-LciLI

Related topics

Determining-areas-for-problem-investigation

The benefits include:

  • Reduced effort for incident analysis and problem creation
  • Improved identification of incident clusters 
  • Faster reduction of incidents in Service Desk
  • Better alignment around focus areas through data-driven decisions and good visualization

Customer success: Problem coordinator identifies frequently recurring incidents and improves Service Desk efficiency

Scenario

Scenario

Colin is the Problem Coordinator at Invention Inc., where one of his core tasks is to review incident trends in order to identify proactively underlying problems which have not yet been logged and brought under management. For this task, Colin usually obtains detailed incident reports periodically in Excel spreadsheets and manually categorizes incidents that are similar to analyze the trends. This process is not only cumbersome, but is also error-prone and he has to invest a lot of time in analysis.

Colin uses the Proactive problem Management workspace to analyze the closed and resolved incidents. He creates recurrent and one time jobs to generate incident clusters. He uses service for first level grouping and then uses the machine learning algorithms to create clusters for each service.

From the dashboard, he is then able to analyze the clusters that generate significant amount of work for the Service Desk. For a service for which there are significant number of incidents, he creates a problem investigation to perform the root cause analysis. After creating a problem, Colin assigns the problem to a specialist to identify the root cause and propose a solution.

Workflow for identifying problems proactively

The following table describes the tasks to be performed in the process of identifying problems proactively

User

Action

Reference

Problem coordinator

Configure the recurrent job settings to analyze portion of incidents of interest

Problem coordinator

Configure the one time job settings to analyze portion of incidents of interest

Problem coordinator

Work with clusters in the Proactive problem management dashboard

Tenant administrator

Specify the language that will be used for processing incident data and stop words

Results

Using the Proactive problem management workspace, Colin is now able to identify frequently recurring incidents easily. Using this actionable insight, Colin can identify the clusters that generate the most work for Service Desk and initiate the process of problem investigation. Colin can assign the root cause analysis to a specialist and can work towards preventing these incidents from reoccurring in the future.

 

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