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Problem Management

Problem Management

ServiceNow® Problem Management minimizes the business impact of service disruptions and reduces 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

Minimize 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

Identify potential faults and analyze root causes with the ServiceNow CMDB

Identify potential faults and analyze root causes with the ServiceNow CMDB

Publish known errors and document workarounds in the knowledge base

Publish known errors and document workarounds in the knowledge base

Publish known errors and document workarounds in the knowledge base

Performance Analytics provides deeper insights into performance trends

Performance Analytics provides deeper insights into performance trends

Performance Analytics provides deeper insights into performance trends

Feature Details

All
  • Configuration Management Database (CMDB)

    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.

  • 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. When a known error is documented, a single click generates a Known Error Article based on the knowledge templates.

  • Remediation Plans

    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.

  • Coaching Assessments

    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. 

  • Best Practices

    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.

  • 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 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

Resources

Problem Management Is Part of…

IT Service Management

Consolidate fragmented legacy tools and transform your IT services from end to end.

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