Evatic Problem Management

Evatic's modul for Problem Management is based on ITIL and the principles of quality control in the IT industry

Active use of this module will reduce the consequenses of problems that can occur with software or eqiupment located at your customers'. 
A problem is an event or episode of such a nature that it can't be resolved on the spot and requires analysis to find a sustainable solution. A thorough problem analysis is often needed before a sustainable solution can be found. Evatics Problem Management modul is utilised precisely to keep track over this kind of problems.

Easy colour codes describes the status of the problem and how far it has come in the process of being resolved. Alternative work routines - a so called workaround is then established to make it possible for your customer to work around the problem until a sustainable solution has been found. 

	A knowledge repository for support and service jobs
	Direct contact with customers about temporary routines
	Collect all affected customers directly by e-mail
	Available information about similar recorded problems

The problem solving process can be described by the following steps: 

1. Identification
One of your vendors informs that an error has just been detected on one of the equipment models you keep in your product portfolio. Alternatively, your service or support department suspects that a problem exists based on many reported cases with similar symptoms, and send the related issues to the Problem Management module for further action. Here the Problem Manager defines the error as a new problem and all incidents/equipment that match the search criteria are linked to the problem. 

2. Workaround
When the problem has been registered, one tries to find a workaround - a temporary way to work around the problem until a permanent solution is found and implemented. Detailed descriptions may be added here and all customers who are affected by the problem will automatically be notified by e-mail when a workaround has been found.  

3. Problem analysis
In the analysis log the Problem Manager may record all relevant information related to the analysis process. Expected end date for the analysis period is added, and all relevant documents, such as information from your vendors, e-mails sent to customers, etc, may be stored directly on the problem. 

4. Solution and implementation
Often the solution may involve a software upgrade or changing a defect component. The affected customers will be informed about the solution automatically by e-mail, including information about the correct procedure for implementing the solution.

5. Close problem
When a sustainable solution has been found and is implemented, the problem is considered solved and may be closed. The problem is then stored in the databse and remians searchable with all its history.


You have now got a knowledge repository with the opportunity to retrieve relevant information if a similar problem occurs again.