assyst Product suite 2

Designed
Designedfrom
frominception
inceptionto integrate all
Designed from inception to integrate all
ITIL
to processes
integrate all ITIL processes into a single application
ITIL processes

Problem Management
Problem Management is an essential step towards providing an optimized IT service Typical Problem
portfolio. By eliminating infrastructure errors, the number of IT service interruptions is Management Lifecycle
reduced, resulting in measurable improvements in productivity and profitability. With
Incident
an effective Problem Management tool, the emphasis can be shifted from the reactive
creation of workarounds to the proactive elimination of known errors with permanent
fixes – reducing business impact by preventing repeat incidents. Through improvements Identification & Loggining
in infrastructure quality, service interruptions are reduced, user productivity is increased
and profitability is maximized.
Root Cause Analysis
Problem Logging

Audit & Reporting Automated Routing

Problem Diagnosis
Problem
Trend Identification Assignment & Notification
Management
Known Error
Monitoring & Tracking Root Cause Analysis
Knowledge
Management Request For Change

Identity, Diagnose, Resolve

Is your IT infrastructure out of control?
Are all your support resources dedicated to fire-fighting? Problem Monitor to
show all linked events.
Are repeat incidents preventing staff from being productive?
The assyst solution incorporates extensive best practice
Problem Management features to support rapid
improvements in infrastructure quality. ITIL Problem
Management functionality is a core part of the consolidated
assyst IT Service Management (ITSM) solution, with activities
taking inputs from - and recording all outputs in - the
integrated and centralized assyst CMDB. ITSM records such
as incidents, changes, known errors and knowledge solutions
are linked to problem records and all actions are recorded,
allowing full tracking and audit of the incident-problem-
change-release lifecycle within a single ITSM software solution.

“We have better visibility of problems

The relationships between
than we’ve ever had before and we can take
incidents, problems and
Problem Management

action accordingly.”
changes can be easily
Aviva
identified in assyst.

Axios Service Desk & Incident

Incident Management
Management
Change Management • Problem Management
Configuration Management • Asset Management
Service Level Management • CMDB
For Service Catalog • On premise
SaaS or SaaS offering
offering

Service Desk and IT Service Management Software

www.axiossystems.com
 Problem Management
Key Features CMDBMain Benefits
vernance
GoEnd-to-End The CMDB is the foundation assyst by identifying
of the Management
Problem Management ƒƒA pro-active approach to Problem
Problem Logging Record problems rapidly and solution, problems
providing and a central
known store
errors for
before all theoccur
incidents
independently through easy-to-use logging forms, orinformation
ƒƒ required
A reactive to support
approach to Problembest
Management by solving
create a pre-populated problem record from an incident problems
practice IT Service which consolidate repetitive or recurring incident
Management.
in g

record or group. S instances

Serv

e work queue
odel

Problem Monitor A flexible, prioritized, ƒƒThe opportunity to drive business efficiency and agility
Federation - The assyst CMDB gateway
ice D

ces M

g
management tool ensuring technicians
rv
have full
o ƒ Reduce costs due to lower incident volumes and higher first
ƒ
ta al This at-a-glance provides time
ice
visibility of workloads and priorities. out-of-the-box
fix rate adapters for rapid
i
esk

Cwith the Incident and

Serv

graphical summary interacts

ic e integration between thesatisfaction
CMDB and external
L
ƒƒIncrease customer
erv integrated overview.
ifec
en

Change Monitor for a fully

CMS S ive r y andsources (discovery tools - such as
ƒ Improve
ƒ system stability
t

Investigation & Diagnosis Identify workarounds

Delknowledge
ycles

resolutions by searching the supportr v i c e base ƒƒReduce outages and increase service quality
assystDiscovery – asset register, directory
S e
and utilizing infrastructure visualizations stored in the ƒ Increase IT and business productivity
ƒ
assyst CMDB. sources, and other 3rd party monitoring
Event Lifecycle ManagementService Retirement systems). This ensures information in the
CMDB
Full Service Desk visibility
of the incident-problem-change-release lifecycle. CMDB is kept up-to-date.
Conti
Automation of Processes Impronual Visualization – Improve root cause analysis
vemen
t
Automated Event Management Create problem and change impact assessment with the
records automatically by integrating assyst with your
systems monitoring tools.
sal assyst
Impact Explorer – a visual
ent

o
isp
Routing & Alerting Automate routing of problems and representation of the entire IT infrastructure.
em

nt

D
nt

Management

eme

resolution tasks by affected application, service, user or

oyme

other attribute. Reconciliation - The CMDB gateway is an

r
Reti

Automatic Notification Individuals or groups can

Depl

receive e-mail alerts related to problems, such as newintelligent interface that automatically
tasks allocated or service level status changes. reconciles duplicate data entries from
Asse
Intelligent Assignments
s
Automatic assignment of multiple data sources. Each reconciliation is
appropriate cleavailable
t Life c yand resources required to resolve
stored by the gateway to ensure rapid
problems.
Prioritization Problems linked to services and synchronizingProblem
of the CMDB with external
detail within the Problem Monitor
prioritized by business impact. sources.
Real-Time Management Reporting
Trend Analysis Identify ‘fragile’ components and Effective Integration Capability for Superior
problems introduced by change. Problem Management
Tracking & Compliance Problem records link back
to original incidents and forward to known error and assyst offers unrivalled connectivity via a wide range of plug-
resulting change records to create a full lifecycle. All in adaptors which enable assyst to interface to any external
actions performed on problems are recorded for full application. For example, incidents received from network and
audit reporting.
systems management applications and captured by assyst
Dashboards & Reporting Real-time dashboard
reporting of Problem Management Key Performance
will be automatically available for investigation and trend
Indicators (KPIs), plus detailed infrastructure, efficiency, analysis. By closing the gap between technical and business
trend analysis and intelligence reporting. management of networked IT systems, Problem Management
Contract Management Links to Supplier Management, with assyst brings a powerful improvement mechanism for your
IT infrastructure.
Problem Management

maintenance contracts and SLAs.

“assyst’s ability to link incidents and

problems to changes allows us to more
accurately understand the impact of a
change, and the history behind it.”
NFU Mutual

Service Desk and IT Service Management Software

Established in 1988, Axios Systems is the world’s leading independent provider of Service Desk and IT Service Management (ITSM) solutions. Its
software, assyst, is a fully integrated, out-of-the-box solution, available in on-premise and SaaS models, which helps organizations optimize IT
infrastructure efficiency, reduce overheads and lower the total cost of IT ownership.

www.axiossystems.com