What do you look for in a Problem Management Module?

[OUStudent]

I am an intern at a mid-size to large business and we have been looking to purchase an application that will support Problem Management. We are in the process of buying from HP because we already have their Service Center suite, but what should be some of the criteria of a prospective module?

[Timo]

Well, the best I can provide is that you need to have the tool support your process. Do you have Problem Management process mapped out yet? If no, I suggest this is where you start. Technology should come last.

If you already have HP product for your service desk, the Problem module will include most of the features you will require out of the box, just like other major vendors. You will just need to configure policies. But for that you will again need to define and map out your process.

Sorry, this is probably not the answer you were looking for, but I would not even look at the tool, if I haven't had my process defined and mapped out.

Cheers,

Michael

[Mark-OLoughlin]

All the above are good points. Also make sure that the module interacts seamlessy with the CMDB and that you can relate problem records to change requests, incidents and SR, ect. and that the tool can interact with these other modules i.e. setting a value in a problem record can say close all open and related SR's.
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Mark O'Loughlin
ITSM / ITIL Consultant

[johnbriggs]

When trying to decide what tool to use:

PROCESS BEFORE TOOL, IS ALWAYS THE RULE

Meaning, like Timo said, you want to build out your process and have your tool support it.

Thanks,

John