Problem Management Overview

[marystromberg]

This video provides an introduction to problem management according to the Information Technology Infrastructure Library (ITIL) framework. It demonstrates problem management in the ServiceNow platform. This video applies to all supported ServiceNow releases as of Jakarta. The itil role is required to perform actions shown in this video.

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This video covers:

0:27 Introduction to problem management

2:36 Creating a problem

4:20 Checking dependencies

5:18 Creating problem tasks to initiate root cause analysis

5:55 Communicating a workaround

6:48 Posting knowledge

7:11 Creating a change request from a problem

7:46 Closing a problem and related incidents

For more information on problem management, see:

• Quick Start—An Overview of ITIL Service Operation
• AXELOS ITIL Best Practices
• ServiceNow product documentation: Problem Management
• ServiceNow product documentation: Resolve related incidents from a problem
• ServiceNow product documentation: Dependency Views map

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