Hey ServiceDesk Pals,
Can someone point me to some Problem Management articles and some insight on how y'all have implemented this module in ServiceDesk? (Just getting started).
My goal is to create a list of Problem Reports to present to each team/group based on the amount of similar incidents we receive from our Help Desk.
In my environment all incidents are created and assigned from the Help Desk, so I'm wondering if the Help Desk would be the only ones to create a problem based on what they see each day? If they see a pattern they can submit a problem... But of course I assume any Analyst could create a problem I suppose.
Then the other side of that equation is who will monitor the problems, I assume Team Leads or Management.
My idea as for now is to tie in problem management with incidents first, then roll out "create a problem" without an incident later.
Maybe I'm creating more work for myself. Just thought I should post my questions here and perhaps i'll help someone else.