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Tivoli Problem Management is the application in
the Tivoli Service Desk suite that enables help desk analysts to register calls and solve
problems. With Tivoli Problem Management, help desk analysts can simultaneously access
a large database of problems and solutions, track customer calls and problems, and
transfer calls and problems to other help desk analysts.
Tivoli Problem Management can be configured to work with the specific types of calls
and problems your help desk handles.
Tivoli Problem Management streamlines call registration and problem resolution. The
application provides several on-line problem resolution tools called Diagnostic Aids.
These Diagnostic Aids enable help desk analysts to find solutions quickly for a wide range
of problems.
Diagnostic Aids
- Hot News - Hot News contains solutions related to short term, current
situations that affect many people. Hot News solutions can be configured to appear only
within the time period they are relevant. An example of a Hot News item may be a file
server taken down for maintenance, or the release of a new benefits package.
- Common Problems - Common Problems contains solutions to callers'
frequently encountered problems. For instance, Common Problems solutions may include a
procedure for resetting passwords.
- Error Messages - Error Messages contains solutions and explanations to
error codes your callers encounter.
- Adaptive Learning - Adaptive Learning is a description-based Diagnostic
Aid. It uses a thesaurus of keywords and concepts to match the problem description with
potential solutions.
- HyperTrees - HyperTrees searches through organized collections of
knowledge. Using HyperTrees, you search through hierarchical levels of information
answering questions about the caller's problem as you go along. As you answer each
question, you come closer to a solution, until you find the solution to the problem.
- Case Based Reasoning - Case Based Reasoning enables you to work through
a Hypertree in any order you want. In Case Based Reasoning mode you can quickly locate the
specific, most relevant questions that point to the solution.
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