+44 (0)131 241 1343
+1 612 416 2177
+61 (0)2 5632 9243
+64 (0)4 488 7481Problem Management
Resolve Root Causes Before They Disrupt Your Business
Recurring IT issues create noise, consume resources, and erode user trust. Alemba Service Manager (ASM) helps your team go beyond surface-level fixes by identifying the underlying causes of problems and implementing long-term solutions.
With proactive Problem Management, you reduce the number and severity of incidents over time—preserving system availability, supporting business continuity, and allowing your service desk to operate more efficiently.
ASM gives you the tools to investigate root causes systematically, apply permanent fixes, and share knowledge across teams, all within a unified ITSM framework.
Why Problem Management Matters
Without a structured Problem Management process, IT teams remain stuck in reactive mode—solving the same issues repeatedly and firefighting symptoms instead of causes.
ASM integrates root cause analysis into everyday service management, helping your team track trends, link incidents, and automate investigation workflows. Known errors and workarounds are documented, communicated, and published instantly through the Knowledge Base, reducing delays and improving transparency.
By aligning with ITIL 4 practices, ASM promotes continuous improvement while minimizing business disruption.
Business Benefits
- Fewer incidents over time by eliminating recurring problems at the source
- Reduced business impact through faster identification and resolution of root causes
- Lower support costs as service teams spend less time addressing repeat issues
- Improved system availability by preventing widespread outages
- Higher user satisfaction with consistent, reliable performance
- Greater operational insight with trend analysis and impact tracking
- More effective change planning with linked Problems, Known Errors, and Changes
What Alemba Service Manager Provides
ASM’s Problem Management capabilities help IT teams work proactively, collaboratively, and effectively.
Real-time trend analysis
Detect patterns in incident data to identify recurring issues.
Smart linking & cloning
Link related Incidents, Problems, and Known Errors instantly.
Automated priority recalculation
Adjusts priority based on incident volume or severity.
Cascading closure
Keeps all linked records in sync when one is resolved.
Integrated workflows
Connect Problem, Change, and Knowledge processes.
Known Error publication
Publishes workarounds directly to the Self-Service Portal.
Auto-logging of Requests/Changes
Automatically triggers records based on defined criteria.
Knowledge sharing
Speeds up investigations and future-response accuracy.
Full audit history
Supports compliance and continuous improvement.
Root cause documentation
Helps close the loop on recurring service issues.
Real-World Impact: Global Legal Firm
In a global legal firm where uptime and data integrity are critical to billable hours, Alemba Service Manager powers a proactive Problem Management strategy driven by automation and insight.
ASM continuously monitors incoming incident patterns and event data for early warning signs— such as sudden increases in e-discovery tool errors or multi-site login failures. When a trend is detected, analysts can instantly convert a cluster of incidents into a structured Problem record, preserving context, detail, and resolution notes.
Known Errors and Knowledge Articles are then linked directly, and documented workarounds are pushed to the Self-Service Portal—keeping legal teams productive while technical teams investigate and resolve the issue.
The result:
- Reduced unplanned downtime
- Fewer repeat issues
- Improved SLA performance
- Preservation of high-value client service hours
See It in Action
Discover how Alemba Service Manager helps your team detect problems early, reduce recurring incidents, and keep systems performing at their best.