An important aspect of effective IT service management is problem management – the process for identifying, diagnosing, and resolving the root causes of recurring incidents. What’s the difference between incident management and problem management?
According to the Information Technology Infrastructure Library (ITIL), an incident refers to an unplanned interruption of a service or the failure of a service component, while a problem is the underlying cause or root issue behind one or more incidents.
Without an effective problem management strategy, businesses risk wasting valuable time, resources, and productivity by continuously addressing the symptoms of issues instead of correcting their underlying causes.
Just as it does with incident management, the key to successful problem management lies in access to accurate, real-time data on the IT assets and configuration items (CIs) that may be causing these issues. By combining Lansweeper’s detailed asset discovery capabilities with Jira Service Management’s robust IT service management workflows, you gain the comprehensive, real-time data you need to manage problems more effectively.
In this blog post, we will explore how the Lansweeper App for Jira Service Management (JSM) Assets enables a powerful integration that transforms problem management with full visibility into an organization’s IT assets for effective root cause analysis of IT problems.
The Challenge of Problem Management
Problem management is an ITIL practice that focuses on preventing incidents from recurring. While incident management deals with resolving immediate issues, problem management is concerned with understanding the root causes behind incidents and taking steps to eliminate them permanently.
Effective problem management reduces downtime, prevents future service disruptions, and helps organizations maintain high levels of performance and productivity.
However, managing problems can be complex in large IT environments, as teams struggle with the following issues:
- Limited Visibility: Without complete visibility into all of the assets and configuration items (CIs) involved in a problem, identifying the root cause of an issue can be time-consuming and error-prone.
- Fragmented Data: Data about assets and CIs is often scattered across different systems, making it difficult for IT agents to gather the information they need to diagnose and resolve problems.
- Delays in Root Cause Analysis: Without real-time data about the current state of assets and their configurations, IT teams may spend valuable time troubleshooting issues and trying to determine the root cause.
To solve these challenges, what’s needed is a unified solution that provides comprehensive, up-to-date information on all assets – IT, OT, IoT and cloud. Lansweeper’s App for Jira Service Management Assets provides exactly that.
Support ITIL Best Practices
Lansweeper automatically scans networks to discover and inventory all connected devices, software and configurations, providing complete and always-accurate data. Through this seamless integration, Lansweeper data flows automatically into Jira Service Management (JSM), Atlassian’s leading IT Service Management (ITSM) tool.
Built to streamline workflows and enhance collaboration, JSM provides IT teams with the tools they need to manage incidents, problems, changes, and other IT processes in line with ITIL best practices. As a core component of JSM, the problem management module enables teams to identify, document, and resolve problems efficiently.
JSM’s problem management features focus on preventing incidents before they occur, rather than just responding to them reactively. Combining Lansweeper’s up-to-the-minutes asset and CI data with JSM’s problem management workflows elevates the ability of IT teams to diagnose and resolve problems.
4 Key Benefits of Lansweeper + JSM Assets for Problem Management
Integrating Lansweeper with Jira Service Management offers significant advantages for problem management, enabling IT teams to more effectively identify, diagnose, and resolve the root causes of recurring incidents. Here are four of the biggest:
- Full Asset Visibility for Accurate Problem Diagnosis
One of the biggest challenges in problem management is gaining visibility into the assets and CIs involved in recurring incidents. Lansweeper’s integration with JSM enables access to a complete, up-to-date inventory of all assets at all times, so teams can rapidly pinpoint which devices, software, or CIs might be causing a problem.
For example, if a recurring incident is tied to a specific server or software application, you can access Lansweeper data right within JSM, including its current configuration, software versions, and any recent changes – and make a data-driven decision on how to address the problem.
This real-time visibility into assets allows IT teams to diagnose problems more quickly and accurately, reducing the time spent troubleshooting and improving overall response times.
- Improved Root Cause Analysis
Root cause analysis is critical for preventing recurring incidents, but it can be difficult without accurate data on the affected assets. The Lansweeper App for JSM improves root cause analysis by providing detailed data on each asset’s current and historical configuration. With this data, IT teams can quickly pinpoint the root cause and take corrective action to prevent the issue from recurring.
- Faster, More Informed Decision-Making
Access to accurate, up-to-date data is essential for smart decision-making while addressing problems. The Lansweeper integration with JSM ensures that IT teams have all the information they need at their fingertips, for data-driven decision making.
Say a problem is tied to outdated hardware. With Lansweeper data on-hand, you can check on the warranty status and asset lifecycle information, and decide whether to replace it or not. No more guesswork – you’ve got all the data you need to make the best possible decision and resolve the problem efficiently.
- Enhanced Collaboration and Knowledge Sharing
Instead of struggling with disconnected, scattered data, IT agents can document all of their findings about a problem directly in JSM’s knowledge base, so other team members can access a build on it as they diagnose future problems. The ability to quickly and efficiently share knowledge refuses duplicate work and simplifies troubleshooting, while making sure teams are always working with the latest, most accurate data.
Make Problems Disappear
Integrating Lansweeper with JSM Assets provides IT teams with the comprehensive, real-time data they need to manage problems more effectively. By enhancing visibility into assets, improving root cause analysis, and enabling faster decision-making, this integration empowers IT teams to resolve problems quickly and prevent future incidents.
Get ready to transform problem management with access to Lansweeper data within JSM Assets. Try our seamless integration today and experience the benefits of complete asset visibility and streamlined IT workflows!
Lansweeper + Jira Service Management
An integration delivering precise and comprehensive technology asset intelligence, ensuring seamless activation and management of your IT environment
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