Proactive Problem Management

[kulwantd]

Hi All,
We implemented ServiceNow about a year ago and my role is a Problem manager. One of my objectives for the next 6 months is to look into Proactive Problem Management. One way is to look at the incident data, look for re-curring incidents and this is a manual process. I am looking for some guidance and my questions are:
1. Are you doing proactive problem management and what is your approach i.e. manual or automated?
2. Are you using any analytical tools such as Splunk or any other tool to look at the trending data?
3. Any other suggestion to proactive problem management?

Thank you.

[ravi1_tandon]

In our case we have done automation as per the business process defined.

It is very simple, we are analyzing Ticket data with P1 situation or a period of 15 days and returning the count of P1's grouped by CI names. All CI's that have more than 5 P1's with the same category & sub category, we automatically open a Problem ticket and the problem management team is either accepting the ticket or rejecting it with a specific drop down reason for rejection which is then used to refine the automation process.

All of this is handle by a scheduled jib that run every 15 days.

[Michael Fry1]

We created a new Related List showing open Incidents in last 30 days. We also added a gs.addInfoMessage in a BR to show data at top of Incident. This helps put the decision making in multiple engineers hands instead of one person analyzing the data or doing manual searches. If incident count is above x, they create a Problem ticket. Automation would be nice, but we're not there . . .yet.

ravi1.tandon would you share your scheduled job script?

Thanks

[kulwantd]

Is the job running in ServiceNow?
What kind of job is this, Java Script etc.?