Spinovation - A Global Management and Technology Solution Company

Incident Management

Problem Management

Change Management

Configuration Management

Report Management

Dashboard Management

Problem Management

TurnKey ISD’s Problem management is an ITIL compliant technology solution which not only facilitate solving problems reactively in response to one or more incidents but also proactively identify and solve problems and known Errors before Incidents occur, thus providing improved services to users. It also aids in the communication and collaboration of all persons needed to find the root cause of the error and to correct the error. It is highly flexible enough to customize the solution to suit your business by not only having the ability to define rules for escalation, notifications and trending incidents. Finally the solution is intuitive to use and have good integration capabilities and traceability features.

Key Features

Automatic Problem Creation
Based on Customer defined “Trending Rules” Problems can be automatically created from Incidents.

Linkage to Incident & Change records
A Problem can be linked to other Incidents, Problems and Changes. A Problem can be generated from Incident and a Change can be generated from Problem with click of a button.

Automatic Routing, Escalation and Notification
Customer defined business rules will trigger Automatic Routing, Escalations and Notification of Problems that enable quick problem resolution.

Context Sensitive access to CMDB Records
Problem Management product has access to CI Information, Graphical CI relations and similar/related Incident, Problem and Change Records.

Customizability
Email content, Reference data, Context sensitive Help Content, Audit Trail Reports, Problem Status Flow can be customized to suite user needs.

Key Features of TurnKey ISD Problem Management Solution:

Automatic Problem Creation Based on customer defined rules, problem records can be automatically created, for example, for a particular asset, if there are 10 major incidents in a month, then a problem record can be created to enable full investigation to identify and fix the root cause of the problem.
Automatic Escalations SLAs can be defined for quicker resolution of problems. If the number of priority 1 problems in a specified period exceeds the threshold defined in the SLA, then problems are escalated to the manager for immediate action.
Automatic Notifications can be sent automatically based on specified rules, e.g., if the SLA levels are breached, System sends a notification to the asset owner.
Automatic Priority Modification Based on number of incidents related to the problem, priority is automatically modified and the problem ticket is escalated to next support level.

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