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SCSM 2016 Features

SCSM Problem Management

A problem is the cause of one or more incidents. The cause is not usually known at the time a Problem Record is created. The problem management process is responsible for further investigation.

The primary objectives of problem management are to prevent incidents from repeating and to minimize the impact of incidents that cannot be prevented. Microsoft has coded ITIL compliant problem management framework within SCSM 2016 to allow clients to manage problems - seamlessly integrating to Incident, Change and Release Management. The CMDB underpinning Service Manager also enhances an analyst's speed to review, diagnose and troubleshoot problems. This is due to the fact that the CMDB populates itself automatically with accurate information whilst holding a full history of all Work Items, Configuration Items and Users within SCSM.

SCSM Problem Management Process

SCSM Problem Management Process

Cased Dimensions has written SLA Management, Asset Management, Assigned to Me and Advanced Reporting and more to aid clients in being more productive with regard to the way they manage problems. We help you increase productivity and improve overall service levels as the function is pro-actively monitored.







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