RMS Services • Market leaders in resource management solutions throughout Europe • Thornbury, Bristol

RMS Services ITIL Problem Management

The primary objectives of Problem Management are to prevent problems and resulting incidents form happening, to eliminate recurring incidents and to minimise the impact of incidents that cannot be prevented.

The RMS solution supports Problem Management by:

• Comprehensive recording of problem details including categorisation, prioritisation and full chronological log of events
• Identification of workaround
• Structured analysis of problem to determine cause and resolution based on Kepner and Tregoe Analysis
• Automatic matching of incidents to problems in Incident Logging
• Workflow for problem resolution
• Generation of Change Requests from Problem and easy tracking of Change status
• Identification of impact of problems on the business in terms of the numbers of incidents raised over a period, number of CIs affected in comparison to cost of resolution
• Extensive Management Reporting to support Problem Review
• Direct access to the CMS to understand relationships and business impact