In August of this year, we will be kicking off our product review dedicated to “Proactive Problem Management”, the use of ITSM technology that enables organizations to practice proactive or pre-emptive problem management.
The aim of this review is to showcase best of breed ITSM software in use outside the IT department, highlight key competitive differentiators and provide readers of The ITSM Review with impartial market intelligence to enable informed purchasing decisions.
Previously published product reviews include:
- Change, Configuration and Release
- Knowledge Management
- Service Catalogue
- Incident and Problem
- Request Fulfilment
Also coming soon: Outside IT.
This review will support prospective buyers with their selection process by providing features to consider when selecting ITSM systems and highlighting key competitive differentiators between suppliers.
Proactive Problem Management – if problem management is concerned with addressing the root cause of incidents, then proactive problem management is the systems and techniques to address these incidents before they occur and cause service disruption, or reduce or eliminate recurring incidents.
This review looks at the technology to assist organizations take a proactive step towards managing incidents and problems and explore problems before they results in incidents.
A problem is a problem, whether it has caused an incident yet or not” – Rob England, “Proactive Problem Management”
Main Topic Areas
- Managing the lifecycle of problems
- Identifying problems
- Solving problems, root causes and problem solving methodologies
- Known errors / managing work in progress / CSI
- Integrations, monitoring and triggers
Solutions that do not include all of the criteria above will not necessarily score badly – the criteria simply define the scope of areas will be covered. The goal is to highlight strengths and identify differences, whilst placing every vendor in the best light possible.
Please note: The assessment criteria are just a starting point; they tend to flux and evolve as we delve into solutions and discover unique features and leading edge innovation. Identifying key competitive differentiators is a higher priority than the assessment criteria.
Vendors who wish to participate in this “Proactive Problem Management” product review should contact us directly. We also welcome feedback from readers on their experience with their use of ITSM tools and proactive problem management (although this feedback will not directly impact the review).