Proactive Problem Management

[GianSilva]

Hi,

We want our problem management to be me proactive rather than reactive. With the availability of Now Assist it seem that trend analysis would be much easier. I wanted to know if everyone have any best practices that they could contribute and also how Now Assist would help regarding Problem Management. A video link how they do it or an article would really help.

Thank you!

[Dr Atul G- LNG]

Hi @GianSilva 

From what I've seen and used, Now Assist in ITSM is primarily used in Incident or Knowledge, not in Problem Management. It really depends on the specific work you're looking to do in Problem Management. You can check the custom skill kit, create a skill, and use it in Problem Management as well.

When you mention proactive, it’s a broad and ideal situation. For this, you’d need to provide the system with data and prompts to raise a problem record based on previous data, RCA (Root Cause Analysis), or workarounds.

There can be many use cases, but you need to be specific about what you're trying to achieve. I also recommend connecting with your ServiceNow account manager and involving them to support you.