Problem Management

ServiceNow® Problem Management minimizes the business impact of service disruptions and prevents future disruptions using ITIL‑proven practices. Run trend and root cause analyses and service configuration reviews, document solutions and workarounds, and keep stakeholders informed as you remediate issues. Proactively schedule changes from within any problem record and achieve a streamlined incident‑problem‑change lifecycle across IT.

Benefits

Prevent service disruptions by proactively analyzing service performance trends and configurations

Speed up service restoration by publishing known errors and workarounds for all IT staff to use

Accelerate root cause resolution with structured problem analysis and by correlating problems with recent service activities

Application Highlights

Identify potential faults and analyze root causes with the ServiceNow CMDB

Performance Analytics provides deeper insights into performance trends

Publish known errors and document workarounds in the knowledge base

Kepner-Tregoe Structured Problem Analysis helps IT find the true cause of problems

Feature Details

All

Structured Problem Analysis

Correlate problems with recent activities, such as the changes that may have caused them. Deliver superior troubleshooting quality and consistency using the Kepner‑Tregoe Structured Problem Analysis methodology.

Configuration Management Database (CMDB)

Find and address potential failure points by periodically reviewing configuration item 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 configuration item (CI) health.

Knowledge Base

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.

Remediation Plans

Empower IT to prevent 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.

Coaching Assessments

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

Automated Notifications

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.

Reports and Dashboards

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

Resources

SEE ALL RESOURCES FOR PROBLEM MANAGEMENT