The CMDB as knowledge database for efficient error resolution
AixBOMS Problem Management: Software for incident and problem management
As a preconfigured solution for efficient ticket management, AixBOMS Problem Management controls the registration, processing and documentation of fault messages (incidents), problems, known errors, workarounds and solutions based on predefined rules and workflows. The necessary workflows and reports can be customized to meet the customers’ requirements, by and large covering the standard tasks of their day-to-day business. Additional information, such as contractual and configuration data, can be accessed – to enhance troubleshooting efficiency – by means of the integrated and ITIL-compliant AixBOMS CMDB. AixBOMS ensures secure access to all data and ProMa functions through its sophisticated user concept.
Dashboards (statistics) provide an overview of resolution success rate, number of tickets per department, etc. Solution methods can also be stored in the database and later recalled for troubleshooting when dealing with similar problems. Additional useful information, such as device, configuration and personal data, site, cost center, sales agreements, SLAs, etc., is available to the ticket owner through standard integration with the AixBOMS CMDB. This removes the need for time-consuming analyses during fault diagnosis and can be attached to the tickets for solution documentation.