Problem Management

This subsystem implements the necessary functions for the registration, processing and processing and identification of root cause problems with the following operations:

- Management of organizational structure. This operation allows to define the hierarchical structure with privileges to analyze the problems and lines of investigation.

- Registration of problems. This operation allows to register a problem and to identify it as not known, being able to contain incidents (reactive analysis) or without incidents (proactive analysis).

- Registration of research lines. This operation allows to divide the problem into subproblems called line of investigation, and to be given to different people for analysis and solution.

- Registration of research line solution. This operation allows to solve each line of investigation.

- Troubleshooting log. After the analysis, this operation allows to classify the problem as known and generate a change proposal that will be given to the respective module.

Incident Management

This subsystem implements the necessary functions for the recording, processing and resolution of incidents with the following operations:

- Incident Record. This operation will be performed by a client - server application and by the same web interface.

- Management of organizational structure. This operation allows to create a hierarchical structure with privileges and management times.

- Incident Processing. This operation allows viewing, recording movement and escalating any incident on the configured organizational structure.

- Incident resolution. This operation allows to respond to each of the incidents registered in the system.

Change Management

This subsystem implements the necessary functions for the registration, planning, execution and closing of proposed changes from the root cause analysis of a problem with the following operations:

- Registration of a change. Called Strategic Line, this operation will register a change and is given to different teams to generate specific lines of action.

- Management of organizational structure. This operation allows defining the hierarchical structure with privileges to process the strategic lines and lines of action.

- Planning. This operation generates a project with its EDT and its PDT's to be approved and executed.

- Execution. This operation allows controlling the implementation of the change, so that the work schedule of each of the generated PDT's is fulfilled.

- Closing. This operation ends the implementation of the change and will close the first stage of the Managed Services project.