Explain Problem Management life cycle?

[vidishaagarwal5]

Do we have any Diagram to understand the Problem Life Cycle please or any document

[Ravi Gaurav · Accepted solution]

Hi @vidishaagarwal5 

The Problem Management process has many states, and each is vitally important to the success of the process and the quality of service delivered. The Problem life cycle can be represented in a diagram as follows:

The diagram is from snBuddy.. which is eventually from ServiceNow Docs

[Ravi Gaurav · Accepted solution]

Below Link will give you more clarity
https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/problem-managemen...

[vidishaagarwal5]

Thanks @Ravi Gaurav  you are a Saviour!!

[Dr Atul G- LNG]

https://youtu.be/utS7VNFTTwU

You can go to now Create under that assets and there search for problem Management process workshop deck you will  a full detail.

[Nilesh Pol]

@vidishaagarwal5 

While there isn't a specific diagram for the Problem Life Cycle in ServiceNow mentioned in the provided documents, we can understand the lifecycle through the phases and states described. The Problem record goes through different phases during its life cycle, which are automatically mapped to Problem states. 

 These phases provide a quick visual overview of the current status in the Problem lifecycle. 

 The phases include:

1. Logging: When the Problem state is 'Draft'. 
2. Analysis: When the Problem state is either 'Assigned' or 'Work in Progress'. 
3. Solution & Implementation: When the Problem state is 'Assigned', 'Work in Progress' with the Solution known flag checked, or 'Pending'. 
4. Review & Close: When the Problem state is either 'Resolved' or 'Closed'. 

It's important to note that these phases are visualizations and may not always be 100% accurate, as the actual state of the problem can sometimes differ from the phase it appears to be in. 

The Problem states in ServiceNow, which indicate the progress in relation to the lifecycle, include Draft, Assigned, Work in Progress, Pending, Resolved, and Closed.

[M Iftikhar]

@Ravi Gaurav ,

A typical problem flow look like:

1. Detection / Logging

   • A problem is identified either re actively (from recurring incidents) or proactively (trend analysis, alerts, etc.).

   • A Problem record is created.

2. Categorization / Prioritization / Assessment

   • Assign category, subcategory, CI (Configuration Item), impact, urgency, priority.

   • Determine if this is a duplicate problem or matches a Known Error.

3. Investigation & Diagnosis

   • Perform Root Cause Analysis (RCA).

   • Create Problem Tasks (sub tasks) as needed (for different teams).

   • Document workarounds if immediate resolution is not possible.

4. Workaround / Known Error

   • If a workaround is found, log it.

   • Convert the problem into a Known Error (if the root cause is confirmed but fix is pending).

5. Resolution / Fix Planning

   • Develop or plan a permanent fix (often through Change Management).

   • Validate the fix (testing, verification).

6. Implementation of Fix

   • Use Change Request (if needed) to deploy the solution.

   • Monitor to ensure the issue is resolved.

7. Closure

   • Confirm no further incidents arise.

   • Close the Problem record.

   • Update documentation (Known Error, knowledge articles, lessons learned).

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/problem-managemen... 

Thanks & Regards,
Muhammad Iftikhar

If my response helped, please mark it as the accepted solution so others can benefit as well.

[Ankur Bawiskar]

@vidishaagarwal5 

you could have saved your time by directly searching this in ServiceNow Docs or Google and the 1st link will give you the answer.

I will suggest doing that before posting such type of easy questions to save your time in future.

If my response helped please mark it correct and close the thread so that it benefits future readers.