Problem Management

PROBLEM MANAGEMENT

Recurring faults are closed as one-off incidents. Root causes are investigated in silos, known problems resurface under new ticket numbers, and nobody owns prevention.

Actors

  • Problem Manager
  • NOC Engineer
  • Head of Service Operations

Systems / Vendors

  • ServiceNow
  • Splunk
  • BMC Remedy

Business Question

"We keep fixing the same fault every month under a different ticket number — why is nothing joining these up?"

What SPoG Does

  • Links related incidents automatically to a single problem record, exposing repeat patterns across tools and teams.
  • Drives root cause investigation with correlated evidence from monitoring, logs and change history in one place.
  • Tracks preventive actions to completion so known problems stop coming back.

Outcome Metrics

−50%

Repeat incidents

−40%

Time to root cause

4–6 wks

To first prevented repeat

Contact us to learn more →