Problem Management

Identify and resolve problems with Servicely’s AI-driven problem management.

Fix Underlying Issues with Efficient Problem Management

Identifying the root cause of recurring incidents is crucial to stopping their flow. Servicely’s AI copilot detects similar incidents or problems, helping you pinpoint the underlying issue quickly. By addressing these root causes proactively, you can prevent future disruptions and improve overall service.
Quickly identify and resolve root causes to reduce downtime. 
Speed up incident resolution by automating problem identification.
Eliminate recurring issues to lower service management expenses.

Transform Your Problem Management

40% reduced service disruption

Resolve problems 2x faster

40% increase in agent productivity

Automate problem identification

Problem monitors keep an eye on potential issues, spotting them early so you can take swift action before they escalate into major incidents. With proactive detection, you can dive into problem investigations sooner, preventing disruptions down the line. Servicely’s AI works seamlessly behind the scenes to automatically create problem records, speeding up your response time and helping you stay on top of issues, resulting in smooth operations and keeping your team ahead of any challenges.
Learn More

Identify problems with root cause analysis

As you work on incidents, Servicely’s AI copilot can quickly spot potential root causes, making it easier to address the underlying issues. It intelligently groups related incidents, instantly identifies the right expert to handle the problem, and empowers them to remediate with speed. This support accelerates resolution times, ensuring your team can overcome challenges with efficiency and precision.
Learn More

Known issues and work-arounds

Tired of spending time on issues that are already known? Servicely tracks known problems and provides efficient workarounds through AI-powered knowledge articles, so your team can stay focused on resolving new challenges as they arise. As issues are resolved, the knowledge base is automatically updated or archived, ensuring you always have access to the most current and relevant information.
Learn More

Our Problem Management Advantages

Link multiple incidents to problems

Easily consolidate related incidents under a single problem record to streamline issue resolution.

Integrated knowledge base

Resolve problems faster

Quickly identify and address root causes, reducing downtime and improving service.

Email automation

Communicate updates immediately with automated email notifications on incident status.

Link multiple incidents to problems

Easily consolidate related incidents under a single problem record to streamline issue resolution.

Integrated knowledge base

Resolve problems faster

Quickly identify and address root causes, reducing downtime and improving service.

Email automation

Communicate updates immediately with automated email notifications on incident status.
I still can’t believe how lucky we were to discover and switch to Servicely. When moving from our previous ITSM from a major provider, I didn’t think we’d be able to find a replacement for a reasonable price that had the same functionality - ability to handle our service catalogue, new user onboarding and offboarding and CMDB discovery integration. The team at Servicely not only achieved this goal, but got us setup in just 6 weeks.
Platforms Manager
Large Local Council Municipality
Servicely has been absolutely transformational for our customer service management. We were previously using a major tool that, despite the price tag, wasn’t capable of fulfilling our needs. We’ve been able to reduce our platform costs by 73% and service management costs by 40%, while increasing our level of service and gaining a new self-service portal for our customers.
GM of Technology
Telecommunications Service Provider serving 150,000+ customers
Working with Servicely to implement our new ITSM solution has been a resounding success, streamlining our processes and significantly enhancing our operational efficiency since moving on from our legacy on-prem solution. The introduction of the self-service portal has empowered our customers, making interactions more efficient and accessible, while the AI features have enabled our support team to proactively address issues with greater precision and speed.
Alem Ceric
Service Desk Leader
Hassell
I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation. I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.
Ian Parkin
CEO
24x7 Solutions
Servicely has enabled us to integrate all our significant enterprise services under one pane of glass. I was surprised and delighted to learn that we could apply the same speed, accuracy and user experience to our customer service processes as well.
VP IT Operations
Healthcare Provider with 350+ Sites & 4,000+ Employees
For us Servicely has been an excellent upgrade. With Servicely we can integrate into our environment and do service desk the way we want to do it, rather than getting locked into a rigid ecosystem.
Brian Levitt
CIO
Horzion House Aged Care
Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.
Max Wang
Head of Assurance and Service Management
Servicestream
Servicely was simple to integrate and effective from the get-go. It brought us a lot of efficiencies, and definitely helped us reduce costs. The Servicely team have been great, easy to work with, and super responsive.
Shawn Sellar
Head of Service Delivery
News Ltd Australia

FAQs

What is problem management in ITSM?

Problem management is a process within IT Service Management (ITSM) aimed at identifying and addressing the root cause of incidents to prevent recurrence and minise impact to end-users and the wider organisation.

What’s the difference between an Incident and a Problem?

An incident refers to an unplanned interruption or reduction in service quality, while a problem is the underlying cause of one or more incidents. Incident Management focuses on immediate resolution, whereas Problem Management aims to identify and eliminate root causes.

Does Servicely enable proactive problem management?

Servicely's ITSM application suite features an advanced proactive Problem Management module. This module employs sophisticated Problem Monitors that diligently survey critical areas for patterns of recurring incidents. Utilizing predefined thresholds, the system is configured to autonomously generate preliminary problem records for further examination. These provisional records comprehensively detail incidents that have manifested repeatedly, providing a clear indication of potential underlying issues. This proactive approach is instrumental in pre-empting disruptions and enhancing the stability of IT services.

Can Servicely link multiple incidents to a single problem record?

The Servicely platform is architected as a single system of record, ensuring seamless interconnectivity across all processes. Our pre-configured integrations facilitate process workflows right from the start, such as associating multiple Incidents with a single Problem record, and subsequently linking Problem records to Change records.

While we provide these standard process integrations directly out of the box, we also recognize the unique needs of our customers. To that end, the platform offers extensive customisation capabilities, empowering customers to tailor the system to their specific operational requirements. This includes the ability to configure new processes, for instance, Customer Support Management, which may necessitate linking Customer Cases directly to Problem records, among other configurations, as necessitated by their business processes.

How are Problems different to Major Incidents in Servicely?

Within the Servicely platform, Problem Management and Major Incident Management are distinctly separate entities, each with its dedicated process. The Major Incident Management process is designed to address significant service disruptions with a streamlined focus on rapid service restoration.

Conversely, Problem Management is concentrated on the thorough investigation and diagnosis of recurring incidents' root causes. Its goal is to implement preventative measures that will avert future occurrences.

By maintaining distinct processes for Major Incidents and Problems, Servicely ensures that while immediate service recovery is effectively handled, the strategic aspect of preventing future disruptions is also robustly managed. This dual approach ensures a comprehensive management of incidents and the underlying problems within the IT infrastructure.

Still have questions?

Contact