ServiceNow Problem Management
ServiceNow Problem Management helps a company reduce incidents, improve efficiency and enhance user satisfaction. It enables IT teams to find the underlying cause of a problem and resolve it promptly, as well as to keep track of effective solutions.
Problems and incidents are often caused by changes in hardware, software or processes. In these cases, Change Management may be needed.
Incidents
An incident is an event that causes a disruption in service. This can be a hardware issue, network or software problem, etc.
Incident management is a process that restores normal services to business operations while minimizing impact and maintaining quality. Users log incidents by using email, phone calls or self-service portals to record and track issues.
Identifying and categorizing incidents helps prioritize work to ensure faster response times. It also helps technicians work with the most appropriate SLAs, and communicate these priorities to end users.
Prioritizing and escalating issues helps IT staff to focus on the most urgent, high-impact incidents first. This ensures fast, effective resolution and less MTTR.
eG Enterprise offers a tight integration with ServiceNow ITSM, helping IT administrators to identify and resolve performance issues at the application and infrastructure levels, and provide a satisfactory fix to end-users. This enables organizations to eliminate silos and align IT teams for faster incident identification, diagnosis and resolution.
Issues
Problem management is one of the key ITIL processes that improves customer satisfaction. It enables IT to prevent issues from occurring in the first place and eliminate recurring incidents.
The Problem Manager uses automated workflows to document solutions and workarounds, and provides IT teams with a consolidated view of issues and related changes. These structured processes help IT restore services quickly.
ServiceNow Problem Management also allows IT teams to eliminate recurring incidents and minimize the impact of unexpected disruptions. Automated workflows help manage the life cycle of issues, allowing IT to find and address potential failure points and determine issue impact all in one place.
In addition, Problem Management is closely related to Change Management. It enables IT to make necessary changes to hardware, software, and processes in order to resolve issues and prevent future problems.
Changes
Problem management involves a number of activities that can help reduce the impact of recurring issues and incidents. These include analyzing problems, recording solutions and workarounds, trend analysis, and service configuration review.
The goal of Problem Management is to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented. It also helps IT specialists identify and solve problems before they cause incidents.
Changes are a major part of problem management, as they allow IT professionals to fix errors that cause a service disruption. However, the change process is not always smooth.
Creating a change requires a lot of work and can be time-consuming. This is why it is important to follow a set process and guidelines when managing changes.
Having an effective and efficient solution to manage changes is essential for any organization. The ServiceNow platform provides different features that can help you govern the change lifecycle and ensure that the changes are implemented smoothly.
Known Errors
Problem Management is the process of identifying, resolving, and tracking issues in IT systems and services in order to minimize disruptions.
In ServiceNow, Problems are logged with all relevant information for future reference and reporting. This includes date/time, user information, description, related Configuration Item from the CMDB, associated Incidents, resolution details and closure information.
A Problem Record should ideally contain all of these fields and be formally closed when a permanent solution has been implemented or if the Issue has become fully resolved. This ensures a full historical description of the Problem, and that any related Known Error Records are also updated.
Using a Known Error database can help you improve your Problem Management processes and empower your IT support team. However, you must make sure your organization uses ITIL best practices when implementing this type of tool.
