Recurring problems are a drain on your resources. Prevent unnecessary costs and future calls by finding and addressing the underlying structural problems. TOPdesk’s Problem Management module helps you resolve problems in three steps.
Problem Management possibilities
The Problem Management module offers the following possibilities:
- Determine the cause of structural problems within your organization.
- Support incident analysis and evaluation. The solution can then be converted to a standard solution to help process similar and recurring incidents.
- Submit requests for change in a matter of clicks.
Problem Wizard
TOPdesk’s Problem Wizard tool is the first part of the Problem Management process. Once you have entered a description of the possible problem, you can search for related incidents. You can then link these to the problem, allowing for even more efficiency when processing incidents.
It is also possible to link incidents to current problems. This can be done from the incident card. You can also use the incident card to create and link to a new problem. The incident card indicates the relationship with the linked incident, and it is possible to view the problem’s process by clicking through to the problem card. All pertinent information is always at hand, making problem analysis quicker than ever before.
Easy task distribution
Once you understand the problem and its impact on your organization, you are ready to formulate a plan of action. TOPdesk makes it easy to confirm the problem and plan the rest of the solution process, including assigning an operator and registering the target date. You can also assign the operator responsible for detecting the underlying problem and use partial problems to distribute additional tasks. Coordinating potentially complex processes was never so straightforward.
This module is available in the following TOPdesk packages:
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Increase efficiency by sharing knowledge
Once you have pinpointed the problem and determined your next steps, you can register the details in TOPdesk. Save valuable time and optimize your services by making both the issue and the solution readily available to your colleagues. There are three ways to share this information:
- Enter the known error in the Knowledge Base. This will let everyone in your organization know that there is a new known error.
- Enter the known error in the standard solutions. This will let you define workarounds that are displayed in related incidents.
- Turn the known error into a change proposal outlining how to resolve the problem. The proposal is processed in the Change Management module.
Now that you have a single solution for several incidents, you do not want your employees to waste time by painstakingly closing the incidents one by one. TOPdesk’s handy Closure Wizard lets you process all incidents linked to a single problem at once, saving your colleagues even more time.