Technologies have improved the support of ITSM best practices consistently over the last 20-30 years. It has especially matured the support of many operational processes, including problem management. The following list shows many of the key requirements for the problem management process. You may have additional requirements but the following list is an example of what should be expected of any service management tool. The most important thing to remember about selecting any technology is that it will not make a poor process better and it is important to realize how the tool will be used to select the one that will be most effective for your needs.
Here are some of the problem management requirements:
- Providing a means to configure the problem process and category templates
- Creating a unique identifier for the problem record
- Being able to create problem templates
- Preventing problem closure until all tasks are complete
- Ensuring problems...