The key function of ITIL Problem Management is root cause analysis aimed at elimination of recurrent incidents and minimization of network or service fallout impact on the business.
Leveraging pre-integration with Comindware Service Catalog, CMDB and IT Service Desk, Comindware Problem Management gathers all incident data and fallout analytics, associates it with service and network configuration and triggers the necessary Change and Configuration Management processes.
The ITIL Problem Management process can be scheduled, triggered by an event – e.g. threshold number of incidents reached – or started manually.
In order to facilitate root cause analysis, Comindware Problem Management software provides extensive collaboration capabilities leveraging Comindware Team Network that enables traceable discussions, actionable conversations, configurable notifications as well as rich capabilities for message filtering and categorization.
Comindware Problem Management software is also pre-integrated with the Knowledge Base that provides a configurable library of standard solutions, workarounds and known errors - as well as collections of discussions and descriptions of default best practices.
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Comindware provides wide integration capabilities including bidirectional integration scenarios as well as support for both fine grained and bulk export operations – all available through Web Services open API’s and built-in enterprise service bus.