ServiceNow Problem Management

The ServiceNow Problem Management course aims to make you more than familiar with the Problem Management process.

What makes this course stand out from the crowd?

To start with, it is complete and it has been built on a proven working structure.

Don’t be fooled by the fact this course has just two clips, it’s enough as in the first one, you’ll get to know everything there is to know about ServiceNow Problem Management. Some of the major topics that we’ll be discussing are:

 ServiceNow Problem Management –   First Clip – Theory

• Definitions – with examples included
  • Goals, Objectives, Process Types, Real Life Scenarios
• Personas – List and explain the roles of each persona involved in both processes
• Use cases – Real-life and common use cases •
• Processes diagram – E2E PM

ServiceNow Problem Management – Second Clip Demonstration

• Walkthrough of 3 different methods of creating a Problem Record
  • From the “Create New” module within the Problem Management application
  • From an existing Change Request
  • From an Incident
• Walkthrough of all the fields, tabs, related lists & UI Buttons
• Progress the Problem record throughout its lifecycle – creation to closure
• Progress a RCA Problem task throughout its lifecycle – creation to closure
• Add work notes, workaround, cause code and proposed fix
• Complete the Problem record

Definition:

A Problem is the unknown root cause of one or more existing or potential Incidents. Problems may sometimes be identified because of multiple Incidents that exhibit common symptoms.

Goals:

The first goal of the Problem Management process is to minimize the adverse impact of Incidents and Problems on the business that is caused by errors within services and technology.

Another important goal is to prevent the recurrence of Incidents related to these errors. In order to achieve this goal, the Problem Management process seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation.

Objectives:

The discovery and removal of errors in the infrastructure is the primary objective of Problem Management.

The overall objective includes delivering the highest possible level of stability in IT services by finding and eliminating errors. It aims not only to minimize the impact of failures when these occur but also, by using the gathered information during the Incident resolution, to correct the root causes of these failures.

Process types:

The Problem Management process has both reactive and proactive aspects.

The reactive aspect is concerned with solving problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving Problems and Known Errors before Incidents occur in the first place.

Use case:

Two users are using a Wi-Fi connection in order to conduct their daily activities. The current router is quite slow and was replaced with a newer one.

In terms of speed, it is very fast but it frequently and randomly disconnects leading to a poor network experience. The issue was reported numerous times to the Service Desk and every time the router was restarted the connection was restored as well.

Since this scenario is not ideal on the long term, the Problem Manager and the Problem Management process need to be involved in order to fix the issue.

What else?

• Engaging instructor (that’s me), ready to answer your questions.

When to purchase the Problem Management course?

• You are starting or want to boost your IT career
• You need a refreshment.
• You want to explore a new platform
• Rainy outside?!
• Quarantined?!

The number of customers who have migrated to the most used ITSM Tool -ServiceNow is exponentially growing. Take this chance to learn about the Problem Management processes fast and don’t be left behind.

Socials:

Complete ServiceNow courses: https://itlifeclub.com

Instagram: https://www.instagram.com/itlifeclub/

LinkedIn: https://www.linkedin.com/company/itlifeclub

Facebook: https://www.facebook.com/itlifeclub

#LearnServiceNow #itlifeclub #servicenow