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- IT Service + Asset + Knowledge
- Process
- Problem investigation
Problem investigation
Give an underlying service issue an owner, a root cause and a clear outcome.
Step by step
-
Open problem Service Manager
The Service Manager records the affected service, statement, opening time and owner.
- Gives the underlying issue an owner
- Updates Problems, Services, People
-
Investigate problem Service Manager
The owner examines the pattern and updates the working conclusion.
- Maintains the working statement and finding
- Updates Problems
-
Record known error Service Manager
The owner marks a recognized issue when the cause is understood but unresolved.
- Makes an understood open issue visible
- Updates Problems
-
Resolve problem Service Manager
The owner records the root cause and final status after the issue is addressed.
- Stores root cause and final outcome
- Updates Problems
Who does what
Roles and permissions- Service Manager
- , Service Desk Agent, Knowledge Editor.
Set up IT Service + Asset + Knowledge your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.