Crack the Code of Smarter Incident and Problem Management

Your ITSM platform might be doing everything it was designed to do – managing workflows, tracking incidents, and organizing change processes. However, even the most feature-rich solution can’t perform at its best without one crucial ingredient: accurate, real-time asset data.

Yet that’s where many organizations hit a wall. Incident and problem management, in particular, are only as effective as the data that feeds them. Unfortunately, most ITSM systems depend on static CMDBs that contain inaccurate, incomplete data.

When the data in your CMDB is outdated, fragmented, or spread across silos, triaging and resolving issues becomes an inefficient and reactive process, leading to prolonged downtime and frustrated users. Meanwhile, your team is fighting fires and playing catch-up when they could be adding value with proactive service delivery and management.

In this blog post, we discuss what we call the “hidden weak link” in ITSM workflows (spoiler: it’s your data) and how a lack of visibility across the IT infrastructure is holding you back. We also explain how Lansweeper’s Technology Asset Intelligence (TAI) streamlines incident and problem management Aworkflows, for faster, easier issue resolution.

The Hidden Weak Link in Your ITSM Workflows

Many ITSM tools manage workflows well, but they’re only as effective as the data flowing through them. 

Platforms like ServiceNow, Jira Service Management, and TOPdesk are exceptional at organizing processes, automating tasks, and enabling collaboration across IT teams – but no matter how sophisticated the tool, it can’t deliver meaningful outcomes without accurate, real-time data to support it. 

An ITSM platform is only as smart as the information it’s fed – and in many organizations, that data is simply lacking. 

The TAI Imperative for Incident and Problem Management 

Many CMDBs are populated manually or fed by outdated discovery tools, but traditional discovery tools usually can’t deliver the deep and detailed insights necessary for resolving complex IT issues. They also struggle to keep pace with changing IT environments.

That’s because in today’s rapidly growing infrastructures, cloud instances are spun up and down, devices come and go, and software gets updated across distributed systems, often faster than these tools can discover them. 

As a result, the CMDB – the system that should serve as the backbone for incident and problem management – likely reflects an outdated inventory, leaving incident and problem management to time-consuming investigations and guesswork.

If your goal is to move from reactive firefighting to proactive service improvement, your CMDB needs to be up-to-date and reliable at all times.

Given all of these factors, it’s no wonder organizations are turning to solutions like Lansweeper, that leverage automation, seamless integrations, and TAI to keep CMDBs up to date and accurate at all times. Lansweeper not only discovers everything on your network, but it also enriches IT asset data with all of the contextual information you need to resolve issues.

Let’s take a look at how TAI works and how Lansweeper is helping organizations transform their approach to ITSM.

What Changes with Lansweeper

Integrating Lansweeper with your existing ITSM tech stack offers immediate, measurable benefits, especially for incident and problem management. 

Lansweeper asset data and intelligence flows automatically into your CMDB – no need to manually look anything up or chase down information to fill in the missing information. Instead, you have instant access to deep intelligence about all the assets involved in the problem or incident at your fingertips. 

Here’s how Lansweeper TAI enhances incident and change management:

• Incident Management: Lansweeper automatically enriches every ticket with detailed asset data. You gain instant access to device configurations, usage history, physical or virtual location, and ownership details, without ever leaving the ticketing system. 

No more time wasted on investigation and guesswork – just faster, more informed resolutions, fewer escalations, and higher first-call resolution rates.  

• Problem Management: With a comprehensive, always up-to-date and accurate asset inventory, you can quickly spot patterns and recurring issues. You can also map dependencies between systems, software, and users, and trace symptoms back to the root cause of a problem. 

Whether it’s a misconfigured server impacting multiple applications or a faulty update causing widespread device instability, Lansweeper surfaces these connections fast so you can fix problems permanently, not just treat the symptoms. 

Real-World Scenarios That Show the Power of TAI

Lansweeper’s TAI can simplify and streamline ITSM in any number of real-world scenarios:

• A ticket comes in for a slow-performing device. Instead of starting from scratch, your service desk agent sees right away that the laptop is already flagged as approaching end-of-life. With that context, they can recommend a replacement and avoid unnecessary troubleshooting that could delay resolution.
• Repeated incident reports tied to network outages in a specific office reveal a deeper issue. Lansweeper’s TAI provides insight into a cluster of aging switches in that location, enabling you to proactively replace the hardware and eliminate the recurring problem.
• Service desk teams armed with real-time asset data from Lansweeper are empowered to act faster, reduce escalations, and resolve issues more accurately. This drives down mean time to resolution (MTTR) and improves service quality.

As shown in these examples, integrating Lansweeper’s TAI with your ITSM platform provides the trusted data and insights you need, when you need it. By bridging the gap between service workflows and accurate asset intelligence, TAI empowers you to achieve smarter, more proactive IT management.

Elevate ITSM Efficiency and Performance with Lansweeper

Download our whitepaper, “Smarter ITSM with Technology Asset Intelligence,” to learn more about using Lansweeper to strengthen your ITSM through data-driven insights and automation.

White Paper

Smarter ITSM with Technology Asset Intelligence

Unlock the power of complete, real-time asset data to transform ITSM.

Download the White Paper