Automating the Most Difficult Part of Problem Management with ProbManage

In Managed Services, particularly when managing multiple applications, spikes in support tickets often occur during specific business cycles, such as month-end or quarter-end. These spikes can be challenging for IT teams, who must address a high volume of tickets while still focusing on long-term system improvements. The issue becomes even more apparent when there is a heavy focus on reactive problem-solving, leaving little room for proactive enhancements.

Each of the IT incidents can be uncovered by analyzing ticket reports - but this is easier said than done.

Why You Need a Problem Management Tool for Your Business?

Recurring IT incidents, especially during critical business periods, are a common challenge for organizations. While support ticket volumes may remain within acceptable limits, the sheer frequency of incoming and closed tickets indicates that significant resources are allocated to resolving issues rather than driving strategic improvements. This pattern often leads to an inefficient IT environment where reactive tasks take precedence over system optimization. The process begins by categorizing tickets into incidents and service requests, based on the configuration of the ITSM tool.

For instance, if a company has only purchased an Incident Module license, then all types of tickets - incidents, requests, etc. - are logged in the same module, which means extra effort is needed to analyze and separate them.

The next step is identifying common patterns, typically by examining ticket titles. For example:

• Issue with FA Report
• FA Report shows a small discrepancy

Such tickets would be grouped into a single category.

This is followed by a similar scan across Description, Resolution Notes, and other fields. Eventually, this results in a summarized view like:

Each of these categories must then be analyzed to determine the root cause. The aim is to define a specific problem per category and develop targeted solutions. For instance, if Category3 is responsible for 42 tickets, we must identify what’s causing them, so we can fix it and prevent future occurrences.

Pain Point: Ticket Analysis. The analysis phase is the most tedious and time-consuming part of the problem management process. It requires focused attention from experienced team members and often leads to long review cycles. I still remember how we used to run daily cadence meetings just to get this analysis done, so we could move to the RCA (Root Cause Analysis) step.

Each support member had to go through hundreds of records and categorize them manually. With multiple people involved, standardization suffered, leading to inconsistencies. Furthermore, the mental fatigue was real.

Wouldn’t it be great if this most arduous part of the problem management could be automated?

How does the ProbManage tool work?

ProbManage Tool is an AI-powered solution designed to tackle the toughest IT problem management challenges head-on. By leveraging advanced Large Language Models (LLMs), ProbManage uncovers hidden patterns within support tickets, automates ticket clustering, and generates actionable insights that help IT teams make informed decisions faster. It’s not just a tool—it’s a strategic partner that transforms IT operations into a competitive advantage.

ProbManage is a tool we’ve built to automate the most challenging step in the problem management process: ticket analysis.

This tool can take a dump of tickets from any ITSM tool and generate a crisp, actionable report.

Here’s what ProbManage does:

1. Classifies tickets into Incidents and Service Requests 
    
2. Uses its LLM (Large Language Model) engine to analyze ticket data, including fields like Title, Short Description, and Resolution Notes. 
    
3. Clusters tickets into meaningful categories and provides a summary dashboard. 
    
4. Identifies problem records and automation candidates for further action.

The Service Delivery Manager and team no longer have to spend hours digging through records. They can directly move to the RCA phase, focusing on solving the actual problems, not just categorizing them.

Why do you need a Problem Management solution?

• Reduces manual effort and frees up valuable team time
• Ensures standardization in categorization across all teams
• Minimizes human error in pattern recognition
• Improves system reliability by focusing on root cause resolution
• Boosts team morale and performance by eliminating fatigue and frustration
• Enhances end-user experience through faster and more effective problem resolution

The real win? Your team can focus more on building solutions and less on analyzing spreadsheets. When issues are resolved at their root cause, users notice the difference. There’s nothing more rewarding than seeing the satisfaction on users’ faces when a persistent issue is finally resolved for good.

It’s a win-win: a high-performing team, happier users, and reduced operational costs.

Client Success Story

In this case, Jade Global managed a large account and identified recurring ticket spikes for Oracle Application during month-end and quarter-end activities. Through analysis, it was revealed that problem management had declined, resulting in inefficiencies. To address this, Jade Global initiated the problem management process two weeks earlier, using the ProbManage Tool for root cause analysis and incident resolution. This proactive approach improved service efficiency, reduced ticket volumes, and enabled a greater focus on system enhancements, ultimately driving better overall service quality and lowering operational costs.

Ready to Bring That Smile?

We’d love to show you how ProbManage works in action. Connect with us for a demo today!