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Smart Problem Management Module

Alexxo ITIL Problem Management Module

Alexxo Problem Manager provides an interface to the callers and technicians to report issues to the IT team so that they can find a permanent resolution to the issue. The Problem Management module of Alexxo helps you determine the root cause of the problem and provides a list of options leading to its resolution.  
Assignment and verification

Issues can be assigned to other technicians based on the category and type of the issue. System also provides details about verifying the resolution of the issue.

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Assign and Manage Tasks

Technicians and Administrator can define tasks for other technicians to solve a part of a ticket or an issue. All the assigned users can manage and complete their tasks by marking them “Done”

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Relate issues

Multiple tickets or issues can be grouped together for better examination. This helps reduce the effort and resources involved in similar type of tickets.

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Benefits of Using Alexxo ITSM Problem Management Modules

  1. A reduction in the number of incidents

  2. Permanent solutions – there will be a gradual reduction in the number of problems and known errors, as those that are resolved stay resolved

  3. Learning from experience – the process provides historical data to identify trends, the means of preventing failures and of reducing the impact of failures

  4. Better first-time fix rate of incidents with a knowledge database available to the service desk and technicians when a call is first logged

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