{"id":18387,"date":"2019-10-09T16:31:12","date_gmt":"2019-10-09T14:31:12","guid":{"rendered":"https:\/\/www.proactivanet.com\/blog\/sin-categorizar\/optimization-of-the-service-desk-with-itil-problem-management\/"},"modified":"2023-02-22T13:00:47","modified_gmt":"2023-02-22T12:00:47","slug":"optimization-of-the-service-desk-with-itil-problem-management","status":"publish","type":"post","link":"https:\/\/www.proactivanet.com\/en\/blog\/problem-management\/optimization-of-the-service-desk-with-itil-problem-management\/","title":{"rendered":"Optimization of the Service Desk with ITIL problem management"},"content":{"rendered":"\n

I am a big fan of Problem Management<\/strong> (in essence, it is the only process obsessed with definitive elimination of incidents), but I also recognize that it is a process that is difficult to tackle and to put into motion. Here are a couple ideas to break down this initial resistance and allay your fear of the blank sheet of paper. <\/p>\n\n

Paradoxically, the first step has nothing to do with Problem Management itself, but rather with \u201cputting the house in order,\u201d and guaranteeing that the data<\/strong> to be used in our analysis are really valid, clean and junk-free. Even though the really sound Problem Management is when we are able to be proactive (Proactive Control of Problems<\/strong>), it is actually typical to start with the reactive part: by analyzing (recent) past events, and based on this analysis, searching for recurrences<\/strong> and decide what types of incidents<\/strong> must be addressed first. Of course, to achieve this, we must first ensure that we are recording the right information<\/strong> in our systems (both that this information exists and that it is accurate). And so, the very first step, before worrying about the Problem Management process, is to take a step back and start by ensuring the quality of the data <\/strong>(you can read a little bit more on this topic in the post \u201cGarbage in, garbage out.\u201d<\/a>). <\/p>\n\n

Reduce tickets and IT workload<\/h2>\n\n

And how to proceed when we already have good information<\/strong> o that we can get down to work? A good first step might be to use the EAL model (Eliminate, Automate, Leverage)<\/strong>, focusing above all on the E for \u201celiminate\u201d (then we can continue with the A, which also ultimately reduces the number of requests<\/strong>, although it be by automating<\/strong> the solution). And even though the problems seek the elimination of incidents<\/strong>, we can also use the process and its search methods<\/strong> to determine which requests can be automated, and thus we will continue to reduce the number of \u201ctickets\u201d<\/strong> that reach our Service Desk<\/strong>, thereby increasing the satisfaction of the end user<\/strong> and reducing the workload<\/strong> of the IT technicians. In order to apply this method, in addition to checking on Internet with Google (there is abundant documentation out there), I also recommend that you take a look at Gartner\u2019s toolkit<\/strong> \u201cCategorize IT Service Desk Interactions to Eliminate, Automate or Leverage<\/a>\u201d, which, although it does not reinvent the wheel, is nevertheless a good place to start. Moreover, if you would like to read a little bit more about this method, then you can also consult our post on Service Desk y EAL Model<\/strong><\/a>. <\/p>\n\n

Of course, I have not given you any magic solution there either, but sometimes small, obvious tasks, arranged to be handled in a reasonable sequence, can be more than sufficient to make us open our eyes and get things rolling.<\/p>\n\n

I hope that you have enjoyed this, and farewell <\/p>\n\n

Jandro Castro <\/p>\n\n

SACM (Service Asset and Configuration Management)<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

I am a big fan of Problem Management (in essence, it... <\/p>\n

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