It’s great to hear the things that service desk analysts shouldn’t be doing as well as what they should be doing in respect of problem management. There’s also something that’s covered but not explicitly that’s worth calling out - the quality of ticket data and its importance, from categorization to the logged resolutions, in helping with problem management.

Quality ticket data is key for problem management, and Top Sales Outsourcing Companies rely on it for smoother resolutions.

In Episode 2 of The Expert Corner, titled “Are You Contributing to Problem Management?”, the discussion highlights the vital role every team member plays in identifying, analyzing, and resolving recurring issues within an organization. Effective problem management goes beyond fixing incidents—it’s about preventing them from happening again through collaboration, documentation, and continuous improvement. Whether you’re in IT, operations, or support, your active participation ensures smoother workflows and greater customer satisfaction. Staying proactive and informed, just like following the one piece lateast episode updates, keeps you engaged and ready to contribute to long-term success.