Problem Management Software

Built on ITIL Best Practices, The Novo Service Desk problem management tool manages the resolution of the root cause of a problem.  Whether it affects multiple users or multiple systems, problems can be created either independently or from an incident recorded in the system.  When the Problem is closed, workflow gives notification of all associated Incidents.

Implementing a Problem Mgmt system empowers you to:

• Improve overall IT service quality
• Reduce the volume of incidents
• Reduce down times and costly impact on business operations
• Improve organizational learning

Problem Management functionality is built on the Novo Help Desk. The workflow module integrates with the helpdesk to form a powerful problem management tool, creating the ability to automatically assign predefined work flows to incidents based on flexible business rules.

Root Cause Analysis

• Identify & prioritize problem areas requiring further diagnosis.
• Analyze patterns and trends of incidents or known errors using the Novo Report Builder as well as colorful charts and graphs inside Novo's Management Dashboards.
• Minimize adverse impact on business operations by determining the root cause and then initiating actions to improve or correct the situation.

Create Documentation

• Submit a Problem form (customizable using Novo Templates) in order to document the necessary information needed to expedite finding a permanent solution or a temporary workaround.
• Link related incidents to the core problem using Novo Child Tickets or Peer Tickets. (Allows for one click access from the problem form to the details of each related child or peer ticket).
• Document resolutions and known workarounds in the problem form, then easily capture core data for easy article creation within the Novo Knowledge Base. Relate the new article to the problem form for future reference.
• Increase "first-time fix rate" for the Service Desk with quick access to incident resolution and workaround data captured and stored within the "known error database" (Novo Knowledge Base).

Initiate RFC and Follow-up

• Initiate Request for Change (RFC) and forward to the appropriate Change Management personnel. Use Novo Custom Rules and Novo Workflows to define unique workflow processes which can launch automatically or manually depending on the nature of the problem or type of change needed.
• Verify problem/error elimination as a final step in the change management work flow process.