Cloud Service Management’s (CSM) ITIL verified Incident and Problem Management together enable a highly effective help desk. CSM ensures the continued health of your IT organization by providing an effective tool to determine underlying problems associated with incidents and fix them before another incident occurs, and manage the telltale signs of a problem that will lead to an incident.

CSM’s has been optimized for rapid incident resolution. Categorizing incidents enables identifying services that failed and configuration items that may also have experienced failures – but not been reported. Identifying configuration items associated with an incident is easily done by lookup in CSM’s CMDB.  When the issue is not an isolated one, other tickets, configuration items or problems may be associated with that incident.  SLA matching ensures service level obligations associated with the incident are attached to the incident. To ensure compliance, incidents which are not progressing and jeopardize SLAs are escalated. Resolutions are easily found using CSM’s Elastic based global search.

CSM provides the visibility and transparency to keep users and management informed. Tracking and communication of incidents automatically notifies users when there is a change in the status of the incident and when the incident is resolved. Users may collaborate via web or mobile portal with the assigned staff, and they are given the opportunity to provide feedback on their experience.

CSM comes preconfigured with Dashboards and Reports.  This allows for management and tracking of incidents by:

  • identifying trends in problems
  • analyzing costs
  • agent performance
  • SLA achievement, as well as areas of recurring issues

Custom views may also always be created using the integrated JasperSoft™ reporting tool.

Ensuring consistent operations is a critical management task.  A manager can view trends in incidents and determine if incidents are indeed problems. Managers can likewise see whether configuration items have been reported as failures. Managers can view the cost of the incident while open, and get a final cost associated with the incident upon the incident’s resolution or closure.

CSM’s Problem Management is focused on eliminating recurring incidents. CSM’s ITIL best practice management of the problem lifecycle works to prevent incidents from reoccurring.  If multiple incidents exhibit common symptoms or a single incident has no known cause, it is treated as a problem.  The Problem Management process involves establishing a root cause analysis process which:

  • Categorizes reports of existing or potential problems with an existing device or service.
  • Enables diagnosis of the problem reported.
  • Manages the process of allowing for error control, existing control, or potential disruptions, leading to closure of the problem.

CSM implements the entire problem lifecycle so if a Problem resolution necessitates a change, a Change ticket is logged. And when a fix is critical, you can implement the change before resolving the problem ticket to provide the fastest resolution possible.

Critical to any ITSM implementation is the rapid resolution of incidents and fixing problems so incidents don’t occur or reoccur. CSM’s seamless integration of incident and problem management with 7 other ITIL functions provides a best in class solution for help desk implementations.

  • Higher  SLA achievement due to rapid resolution, accurate tracking, and SLA based escalation
  • Lower MTTR via better incident categorization, routing, visibility, and automatic escalation
  • Sustainable cost reduction  from reduced incident levels
  • Reduced service costs and reduced headcount due to more efficient agents

To find out more about the advantages of ServiceAide’s Incident and Problem Management contact ServiceAide at