Why You Need Problem Models: Enhanced Problem Management

[dan_linton]

You might not be aware that in the Xanadu release we received an enhancement within Problem Management. This being Problem Models which represent an advancement in how we can handle and resolve problems.

Why do I need Problem Model’s in my life?

Do you have different ways in which problems are detected, different sources, or problems created based on incoming events or are they created by a supplier? If so, problem models are worth investigating.
One of the most common reasons to use Problem Models is to differentiate between reactive and proactive problem management.

• Reactive Problem Management occurs when incidents trigger problem-solving activities. In this scenario, problems may be created either from major incidents or on an ad-hoc basis from incident records.
• Proactive Problem Management focuses on identifying and resolving potential issues before they manifest as incidents. While equally important, these problems benefit from separate tracking and management approaches.

Key Benefits of Problem Models

1. Defined Process Flow - Problem Models enable unique state transitions that can be enforced to ensure comprehensive problem resolution per problem model. Unlike traditional approaches, this granular configuration can be achieved without extensive customization.
2. Enhanced State Transitions - With Problem Models, you can implement field validation during state transitions specific to each problem type, providing greater control and accuracy in problem management.
3. Enhanced Reporting Capabilities - Each problem type defined through the model enables precise reporting, making it easier to track and analyze different categories of problems.
4. Unique Form Layouts - Administrators can create unique views for each problem type using view rules, improving user experience and workflow efficiency.
5. Targeted Notifications - Different problem types can trigger specific notifications, ensuring the right stakeholders are informed at the right time.

What is the difference with Problem Models activated?

1. The “Model” field is included on the Problem record
2. A default Problem Model (General) and Problem Task Models (Root cause analysis/General) are created to ease the transition.
   • https://www.servicenow.com/docs/csh?topicname=problem-mgmt-models.html&version=latest

Implementation

https://www.servicenow.com/docs/csh?topicname=enable-problem-mgmt-models.html&version=latest

1. Set Problem Model property: com.snc.problem_management.models.enabled to true
2. Ensure Service Operations Workspace (SOW) compatibility
   • Note: SOW 5.0 does not support problem models
   • Problem models will work as expected in platform but require updates to SOW 6.0 or greater to function within Service Operations Workspace.

Activating Required Modules

Problem model modules (Left nav menu items) are not active meaning not visible and will need be set to active.

• Navigate to System Definition > Modules
• Add condition where “Application Menu= Problem”
• Activate the problem model module records
  • Problem Models
  • Problem Model Condition Types
  • Problem Task Models
  • Problem Task Model Condition Types

Takeaways for adoption

1. Start Small - Begin with basic models and refine them based on organizational needs and feedback.
2. Integration Focus - Ensure your Problem Models align with incident and change management processes for a cohesive approach. Don’t forget the CI/Service/Offering.
3. Leverage the platform - Build reports and automated process to identify potential problems and automate their creation (ex. after a Major Incident).