Information Technology

Gartner Glossary

Problem Management

The core function of a customer service and support (CSS) application used by call centers. It coordinates a multitier, multiowner service and support environment, enables pattern analysis, provides management reports, and facilitates requesting additional service and support resources by providing hard numbers on the service workload and its changing nature. Because PM tools can also track service-level agreements (SLAs), they are valuable for monitoring compliance.

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