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Service
Desk Software |
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 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.
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