Troubleshooting & Diagnostic guide for incidents

snehapatel
Tera Contributor

3 weeks ago - last edited 3 weeks ago

Hi,

 

There is a Customer Service Problem Management (CSPM) application that agents can use troubleshoot for a case. The case is routed to CSPM application during diagnosis

 

Is there anything similar to CSPM for incidents that can used for troubleshooting and diagnostics where in it will invoke different external systems and shows the test results.  Kindly suggest

 

Thanks,

Sneha

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Me Being Mustaq
Tera Guru

3 weeks ago

Hi @snehapatel ,

 

Yes, ServiceNow provides several options for troubleshooting and diagnostics within Incident Management that parallel the guided diagnostic approach of Customer Service Problem Management (CSPM).

 

Diagnostic Tools for Incidents

  1. Major Incident Workbench:
  2. Service Operations Workspace:
  3. Integration with Monitoring Tools:
  4. Custom Workspaces and IntegrationHub

These tools can be configured or extended to invoke diagnostics from various sources and present the results directly within the ServiceNow interface, enabling agents to troubleshoot incidents with a similar level of guidance and data visibility as CSPM provides for cases.

 

Please refer to the below link:-

 

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik

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