Stop closing the same incident twice — find the root cause once
We build the root-cause analysis discipline that turns a pile of recurring incidents into a small, prioritized list of known errors with owners and target dates — so the same outage stops reopening a ticket every few weeks.
Why problem management stays theoretical
Almost every ITSM program has a Problem Management process on paper. Very few teams actually run it. Here is what we see get in the way.
No trigger to open a problem
Incidents get resolved and closed, and nobody circles back to ask whether this is the third time it has happened this quarter.
Root cause analysis has no method
Without a repeatable technique — five whys, fishbone, fault tree — investigations stall at “the server was under load” and stop there.
Known errors live in someone’s head
A workaround gets found, gets used a few times, and is never written down — so the next on-call engineer starts from zero.
Fixes never get prioritized
Permanent fixes compete against feature work with no shared framework for weighing incident cost against engineering effort — so they lose, every sprint.
How a Desqcon engagement works
We start from your last two quarters of incident data, not a blank workshop whiteboard, so the process we design targets your actual repeat offenders.
Mine incidents for recurrence
We cluster resolved incidents by symptom and service to surface the problems already costing you the most repeat effort.
Stand up an RCA method
One structured technique your team can run consistently, sized to the complexity of a typical problem record — not a heavyweight audit process.
Build the known error database
A living record of confirmed root causes and workarounds that on-call engineers can search during the next incident, not after it.
Set a fix-prioritization framework
A shared scoring model that weighs recurrence and incident cost, so permanent fixes get a fair seat against feature backlog.
Hand over with a review cadence
A monthly problem-review rhythm your team owns, with the KPI pack to show whether the backlog is actually shrinking.
What a mature practice actually changes
Directional outcomes we design toward. We agree your specific targets from the diagnostic, not a generic industry number.
What’s included in a Problem Management engagement
Tool-agnostic Every deliverable below is designed first, then configured into your existing platform.
Recurrence & trend analysis
A clustered view of your last two quarters of incidents, ranked by repeat cost and business impact.
Root-cause analysis method
One structured RCA technique, documented and trained into your team, sized to problem-record complexity.
Known error database design
A searchable record of confirmed causes and workarounds, wired into your incident tooling.
Fix-prioritization framework
A shared scoring model balancing recurrence, cost, and effort so fixes earn their place in the backlog.
Tool configuration
Problem records, linked incidents, and known-error workflow built into ServiceNow, Jira SM, Freshservice, or your platform.
KPI & reporting pack
Backlog age, recurrence rate, and fix-throughput dashboards that make progress visible to leadership.
Ready to see how many of your incidents are actually repeats?
A short conversation with one of our consultants, or a free maturity assessment if you’d rather start with data.