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When You’re In A Hole, Stop Digging!
Is your Service Desk continually ‘fixing’ the same things? How do chronic incidents affect your ability to meet service levels? How much are you spending to do the same thing over and over? What is your customer’s reaction when they continually report the same issue?

To paraphrase Einstein, ‘Handling a chronic incident is doing the same thing over and over again and expecting a different outcome.’ Deploying a structured Problem Management process can help you stop digging for answers!

The goal of Problem Management is to investigate the underlying cause of incidents with the objective of preventing similar incidents from recurring. Determining the root cause of a Problem and permanently removing the error in the infrastructure can reduce the number of incidents over time.

But Problem Management is more than just increasing your knowledge of your IT Infrastructure. At Aeritae, we understand that even though Problem Management is focused on resolving technical issues, it’s more than just a technical undertaking.

Aeritae can help you deploy the collaborative process necessary for your support teams to work efficiently and effectively to identify and resolve PROBLEMS.

Major benefits include:

• Improved IT Service Quality
• Improved Customer Satisfaction
• More Efficient Management and Usage of Infrastructure Resources
• Improved Teamwork and Organizational Learning

Aeritae’s Value Proposition
Our consultants are experienced ITSM practitioners who have successfully helped many clients in the design, construction, and implementation of Problem Management.  When you deploy your Problem Management process, we can fully integrate it with your Service Desk and other ITSM processes such as Incident, Change, Release and Configuration Management.

At Aeritae, we help our clients apply ITSM best practices to achieve an industry-leading solution that fits their unique requirements.

Instead of digging a deeper hole, let us help you build a solution to eliminate your most vexing problems.

Provide First-Class Service
Problem Management is one piece of the ITSM puzzle for building a stable and reliable infrastructure and enabling first-class service. Aeritae can provide the expertise and support to deploy Problem Management in your organization and ensure that it is an integral piece of a complete ITSM solution.

Specific services offered for Problem Management include:

• Cost Benefit Analysis- How much is it costing you to resolve the same incidents? What’s the cost impact to service quality?
• Strategy, Visioning & Planning- What role does Problem Management have in your ITSM strategy?
• Process Development, Integration, and Implementation- How can Problem Management best work in your organization?
• Technology Evaluation, Selection and Integration- Will your in-house tools support Problem Management effectively?
• Executive Management Reporting- What is the impact to IT Service availability and reliability? What is the pace of organizational learning?

Getting There Doesn’t Have To Be Painful
Problem Management examines the relationships between Incidents, Changes, Releases, Services and Configurations allowing your IT organization to work at an increased level of effectiveness. At the same time, your IT organization is building expertise; you’re reducing costs and improving service to your customers.
Aeritae Consulting Group is a leader in bringing balance, innovation and performance to IT organizations.

Contact Aeritae today to see how you can start building a reliable infrastructure.