Problem Management: Assess

As with Incident Management, IT organizations can use Log Intelligence to identify existing Problems in the IT infrastructure and build a knowledge base before the implementation of the Problem Management process.

The ITSM Problem Management process specifically recommends that IT organizations obtain statistics from current support activities as a basis. Understanding the existing state of the IT infrastructure allows the IT organization to define specific goals that can be measured. Furthermore, IT organizations should set achievable objectives in advance.

IT organizations can use Log Intelligence solutions to:

  • Obtain statistics of Incidents happened previously in the IT infrastructure
  • Determine patterns of failures, including which IT components fail most often, which location, whether or not they were user errors, machine errors or process errors