Tivoli Problem Management Overview


Overview

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Tivoli Problem Management

Overview

What is Tivoli Problem Management?

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.