The Quality Challenge
Your staff is bogged down with recurring incidents. It seems to you that they were dealing with similar issues yesterday, last week, and last month. Is there a pattern? All you have to go on is anecdotal and hearsay information. Yet your staff always seems to be tied up with the same issues over and over. The backlog of work is growing. Your customers are not happy with all the recurring issues. Time is money. Your staff is hitting the burnout stage.

You need accurate, relevant, and tangible information to identify the real trend, isolate the root cause, and make changes to improve the quality of your service and service delivery. With some effort, you can allocate staff to gather the necessary data, analyze the situation, and isolate the root cause, though it is not easy to gather the data from all the various sources, and it requires a substantial effort and commitment. We at NavAscend have been in the trenches with you and understand your challenges.

Problem Management Evolved: A Straight Line to Quality
To get a handle on quality, your problem management must be easy to use, efficient, and effective. Time is money. Relevant, accurate, readily available, and timely information is essential to identify problems, analyze the situation, and eliminate the root cause. Routing to the correct person to analyze the situation and determine the root cause is essential. Sequoia automatically routes the problem to the right person, at the right time, with the right priority, and with the right information to act quickly and effectively. Sequoia delivers:

• Identification of trends faster, easier, and cheaper by capturing the pertinent information more accurately in incident management
• Comprehensive scorecards to quickly and easily identify incident trends from multiple perspectives
• Intuitive Storefront for anyone to easily identify a problem
• Relevant, timely, and accurate incident data to isolate the root cause faster and more efficiently
• Accurate and relevant information to build a business case for change

Key Features
Sequoia enables you to substantially improve the productivity of your problem-management team with the following capabilities on day one:

• No tracking required with automated business processes
• Automated routing to the right person
• Automated escalation to ensure service-level compliance
• Assured compliance to ensure service levels are met and processes followed
• Real-time visibility for you to act quickly
• Easy-to-use self-help portal to make it easy for your customers to identify a problem
• End-to-end management from identification, analysis, and implementation of a change through to closure
• Assured business alignment
• Automatic collaboration

Power to Manage
Sequoia enables you to manage all aspects of problem management end to end to achieve a high level of customer satisfaction while dramatically improving quality of your service delivery, in real time.

• Reduce the number of recurring incidents and see the results instantaneously
• Receive accurate, real-time, comprehensive, and readily available information to improve accuracy of identification and root-cause analysis
• Manage elimination of the problem automatically through automated business processes, from problem identification to closure
• Manage quality throughout your services and delivery
• Monitor incident trends (problems) in services, solutions, technology, people, processes, and locations
• Manage compliance with your commitments, processes and business rules, and ensure effective delegation of authority
• Manage workload across your organization, down to the individual, so everyone is used to their fullest potential
• Manage customer experience in real time, from identification to closure
• Streamline your end-to-end efforts continuously with regular optimization through built-in tools
• Manage priority with a consistent criteria that assures business alignment across all tasks

Innovative End-to-End Solution for Problem Management
Sequoia delivers the only end-to-end solution for IT Service Management, with a solid core that supports all aspects so that you can automatically get what you need, when you need it, to manage the complexities of IT.