MSM encompasses full support for ITIL® standards and best
practice frameworks, MSM will meet an organization's current and
future needs, IT Service Management (ITSM) maturity and budget.
MSM provides you with everything you need for a totally
integrated ITSM, service desk or helpdesk software solution that
can be used by your whole organization.
Problem management is one of the key support processes, focusing
primarily on proactively analyzing requests to detect a recurring
pattern and diagnosing the underlying root cause.
MSM gives you the ability to quickly identify, monitor, report
upon and resolve problems - dramatically reducing outages and
Use MSM to:
- Identify high business impact areas
- Search knowledge base for common problems and resolutions
- Identify what equipment, locations and services are causing the
- Search for similar problems
- Analyze the Top10 areas taking up staff resource
- Identify problem trends and improvements
- Define knowledge items
- Report on volume statistics
- Relate incidents and changes