Analyst

Updated on 26 Jun 2024
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Turn Problem to Progress: Create a new problem record!

Analyst in problem management is pivotal in identifying, analyzing, and resolving issues within an organization's systems or processes. They act as detectives, meticulously investigating the root causes of problems by collecting and analyzing data, collaborating with stakeholders, and employing problem-solving techniques. They work to understand the impact of incidents on business operations, prioritize issues based on severity and frequency, and devise effective strategies to prevent recurrence. Additionally, analysts play a crucial role in documenting their findings, suggesting improvements to prevent future occurrences, and continuously monitoring systems to ensure ongoing stability and efficiency.

User Persona: Analyst

Let's explore the following use case.

Use Case
User Persona: Analyst

Solution

Adam the analyst works for NovaTech IT services. Off lately he is observing a surge in support tickets for network connectivity. Due to the fluctuating network, the Windows servers are responding slowly.
Hence Adam wants to create a problem record for the concerned team for a robust resolution.

Adam creates a new problem record to analyze the underlying cause of the fluctuating network. After the problem record is created, the approver for the problem record reviews the PR and approves it. The approver can also reject the PR if it does not meet the set conditions of the organization. After the PR is approved, it is assigned to the problem management team to analyze the problem, perform the root cause analysis (RCA), propose a solution, and implement the resolution. After the solution is applied the problem management team monitors the issue and post resolution, closes the open problem record.

Analyst Dashboard for Problem Management Module

Analyst dashboard is available for the analysts to view and manage the problem records.

To access the Analyst Dashboard, perform the following steps:

Navigate to App Portal > Service Management.
Figure: Service Management
The Analyst Dashboard is displayed. The Analyst portal provides quick access to log Incidents, SRs, PRs, search for PRs, SRs, Incidents and Knowledge Articles.
Figure: Analyst dashboard
Search Problems, Incidents, SRs, and Knowledge Articles by typing in the keywords in the search bar. The search bar features all the results displayed in a dropdown beneath it as you type keywords, offering instant feedback and intuitive navigation. This streamlines the search process, enabling you to refine your queries efficiently without needing to submit them fully.
Figure: Search
Navigate to Problem on the left panel. Click Manage Problem Records.
Figure: Manage problem records
The problem record list page is displayed.
Figure: PR list page

Let's understand how to create new problem records and manage the problem records!


Create Problem Record	Manage Problem Records

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Manage Problem Records

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