Find and address potential failure points by periodically reviewing configuration item (CI) relationship maps and ensuring ServiceNow CMDB accuracy with built‑in data certification. Determine the impact and potential cause of a problem with right‑click access to service relationships and CI health.

Speed resolution times, minimize service disruption times, and minimize a problem's impact to the business by publishing solutions and workarounds in a knowledge base. Reduce time and effort resolving issues and stop repeat incidents at the source. When a known error is documented, a single click generates a Known Error Article based on the knowledge templates.

Empower IT to reduce future disruptions from repeat incidents by giving them a tool that stops disruptions at the source. IT can schedule remediation plans through ServiceNow Change Management to permanently remove errors.

Monitor critical moments of the problem management process in real time. Allow coaches the opportunity to quickly intervene to correct any mistakes that could cause more trouble or delay service restoration. 

Out‑of‑the‑box process best practices make it easier to support and manage problems through six states: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed. A problem can be used to document any available workaround, root cause, and fix. You can search for and link to problems while working on an incident.

Increase transparency and collaborate more effectively by providing updates to all service subscribers with automated, subscription‑based notifications. Notifications can be pushed via email or within your instance. 

Provide real‑time transparency into operations with configurable role‑based dashboards for Problem Manager and Problem Coordinator roles. Identify and remediate abnormal patterns and trends before they become problems with built‑in reporting and ServiceNow Performance Analytics.