United Arab Emirates
Saudi Arabia
Problem Management Services
Problem management looks beyond individual tickets to find why the same incidents keep happening, then removes the cause. It is for IT teams who fix the same issues every week and want to spend less time fire-fighting.
- Trend analysis of ticket data
- Root cause investigation
- Known errors shared with the desk
Problem management is the IT practice of finding and removing the underlying causes of incidents so they stop recurring. It works in three parts: identifying problems from incident trends, analysing root causes with methods such as five whys or fault tree analysis, and recording known errors with workarounds until a permanent fix is approved through change management.
Problem Management ServicesProblem Management Services: what it involves
Every IT team has issues that come back: the VPN that drops on Mondays, the printer driver that breaks after updates, the application that slows down at month end. Each time, someone applies the usual fix and closes the ticket. Over a year those repeats add up to a large amount of wasted engineer time and frustrated users, yet nobody owns the job of making them stop.
We review ticket history to find patterns by category, device, location and time, and open problem records for the ones costing you most. Each problem gets an owner and a structured investigation using methods such as timeline analysis and the five whys. Workarounds go into a known error database so the desk can resolve incidents faster while a permanent fix is planned through change management, and we confirm afterwards that the incidents have stopped.
Signs you need problem management
- 1The same ticket category tops your report every month
- 2Engineers keep a private list of quick fixes
- 3Outages recur after being marked resolved
- 4Users have stopped reporting issues they think will not be fixed
- 5Nobody owns follow-up after a major incident
Our Problem Management Services scope
Find and remove the root causes behind repeat IT incidents.
Ticket data reviewed to spot repeat and related incidents.
Structured investigation to find what is really failing.
Workarounds recorded so the desk can resolve incidents faster.
Corrections planned and delivered through change control.
Follow-up to confirm the related incidents have stopped.
Regular summaries of open problems, causes and progress.
What you receive, and what shapes the cost
What you receive
- Trend analysis of recent incidents to find candidate problems
- Root cause analysis reports for priority problems
- Known error records and workarounds in your knowledge base
- Proposed permanent fixes raised as change requests
- Problem review report showing what was fixed and its effect
What affects the cost
- Volume and quality of ticket data available for analysis
- Number of problems investigated in each cycle
- Access needed to vendors and third-party systems
- Whether we run problem management or coach your team
Problem Management Services: project phases
- 01Identify
We mine incident data and engineer knowledge to find recurring issues worth investigating.
- 02Analyse
We work with your team and vendors to find the root cause of each priority problem.
- 03Record and work around
We publish known errors and workarounds so the desk can resolve repeats faster.
- 04Fix and verify
Permanent fixes go through change management and we check incident volumes fall.
Common Problem Management Services mistakes
Root cause sessions that look for someone to blame stop people sharing facts, so focus on systems and process.
Trends are invisible if tickets are miscategorised, so clean up categories first.
A workaround keeps costing time, so track problems until a permanent fix is in place.
A long backlog never moves, so work on a handful with the biggest impact.
Problem Management Services terms explained
- Problem
- The cause, or potential cause, of one or more incidents.
- Root cause analysis
- A structured method to find the underlying reason a fault happened.
- Known error
- A problem with a documented cause and workaround that still awaits a permanent fix.
- Proactive problem management
- Finding and fixing likely causes of incidents before they happen.
The difference you will notice
- 01Fewer repeat tickets
Removing causes reduces the volume reaching the desk.
- 02Faster resolution
Known errors give engineers a tested workaround straight away.
- 03More stable services
Recurring faults are fixed rather than tolerated.
Five steps from assessment to always-on support
- STEP 01Assess
We review your infrastructure, security posture, assets and support model, and agree priorities.
- STEP 02Design
A clear architecture and plan, with scope, timeline and a fixed quote before work starts.
- STEP 03Deploy
We supply, install, configure and migrate, then document everything we build.
- STEP 04Manage
Ongoing support, monitoring and maintenance under agreed SLAs.
- STEP 05Improve
Regular reviews, reports and recommendations as your business grows.
Problem Management Services in the UAE and Saudi Arabia
Local offices in Ras Al Khaimah and Riyadh, remote support around the clock and on-site visits where your project needs them.
Problem Management Services in the UAE
Shyphan AI Technology LLC, RAK Free Trade Zone, Ras Al KhaimahUAE organisations with offices across several emirates often find that a single recurring fault, such as a misconfigured branch firewall, appears as many separate tickets. Problem management links them, and the resulting records help show ISO/IEC 27001 auditors and DIFC or ADGM clients that weaknesses are tracked and fixed. We support the Emirates from our Ras Al Khaimah office, remotely around the clock and on site where needed.
- Data handled in line with the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021), and the separate DIFC and ADGM regimes where they apply.
Problem Management Services in Saudi Arabia
Shyphan AI Technologies LLC, Malaz, King Abdulaziz Road, RiyadhIn Saudi Arabia, problem records give government and critical infrastructure entities evidence that recurring security and availability weaknesses are found and corrected, which supports NCA Essential Cybersecurity Controls reviews. Analysing incidents across Riyadh, Jeddah and Eastern Province sites together exposes shared causes that each office would miss on its own. Our Riyadh office leads this work in the Kingdom.
- Work aligned with the Saudi Personal Data Protection Law (SDAIA) and, for government and critical infrastructure, the NCA Essential Cybersecurity Controls.
More in IT Service Management Services
Core serviceITSM & Service DeskAn ITIL-aligned service desk that logs, routes and resolves every request, with SLAs your teams can see.Service overview ITSM & Service DeskIT Help Desk OutsourcingA 24/7 outsourced help desk that answers your staff and logs every ticket.Explore service 
ITSM & Service DeskService Desk SetupConfigure a service desk tool with categories, routing, SLAs and a portal.Explore service ITSM & Service DeskITIL Implementation ConsultingPractical ITIL 4 adoption for IT teams, sized to your organisation.Explore service 
ITSM & Service DeskServiceDesk Plus ImplementationManageEngine ServiceDesk Plus set up for your workflows, cloud or on-premises.Explore service ITSM & Service DeskZoho Desk for IT SupportZoho Desk configured as an internal IT help desk for Zoho-based teams.Explore service Problem Management Services: common questions
How is problem management different from incident management?
Incident management restores service as quickly as possible. Problem management investigates why incidents happen and removes the cause so they do not return.
What is a known error?
A problem whose cause has been identified and which has a documented workaround, even if the permanent fix is not yet in place.
Do we need a large IT team to do this?
No. Even a small team can review its top repeat issues each month. We can also run the analysis for you as part of a managed service.
How do you measure success?
By tracking whether incidents linked to a problem stop after the fix, and how ticket volumes in that area change over time.
Can problem management reduce IT support costs for Saudi companies?
Yes. Removing recurring causes cuts the number of tickets reaching the desk, which frees engineer time whether support is internal or outsourced.
Which tools support problem management in the UAE market?
Common tools such as ManageEngine ServiceDesk Plus, Freshservice and ServiceNow include problem and known error records; Zoho Desk can track problems with a custom module or layout.
Do you provide Problem Management Services in Dubai and Riyadh?
Yes. We deliver Problem Management Services across the UAE from our Ras Al Khaimah office and across Saudi Arabia from our Riyadh office, with remote support 24/7 and on-site visits in cities such as Dubai, Abu Dhabi, Riyadh, Jeddah and Dammam where your project needs them.
Talk to us about Problem Management Services
Book a consultation or request a quote. A consultant replies with scope, timeline and a fixed price.
Prefer to talk?