Since joining ServiceNow I've had the opportunity to re-read Incident, Problem and Change from the ITIL Service Operations and Transition books.
As I went through the Problem Management process I thought I'd dump the relevant points into a Mindmap for my own reference and to share on the Community website.
Feel free to download the PDF or PNG version, or the original XMind file and to modify and distribute. I'd also like to see any enhancements or comments that you have.
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