G1,Facilitate determination of problem frequency data
G2,Easy for manager to view problem status
G3,Facilitate access to problem information,G1 G2 G6
G4,Provide access to problem solutions,G6 
G5,Match problem to expert,G6 
G6,Users to be very happy 
G7,No lost user problems,G6 
G8,Tackle all problems in reasonable time,G7 
G9,Regularly raise problem priority automatically,G8 
G10,Editable problem database,G9 
G11,Prioritise user problems,G9 
G12,Users updated sensibly,G6 
G13,Log faults from anywhere,G6 
G14,Manage all problems uniformly,G6 
G15,One problem one solver,G6 
G16,Provides uniform problem management,G14