Problem Management Roles - How did you distribute the roles?

Chrislgarrett9 · 3 weeks ago

Hi all, I am working on getting Problem Management in use for my company. We have solid process formed but distributing roles is now in question. I cannot find any best practices for this topic.

At prior jobs we gave all assignment groups the problem_coordinator role.

Is this a good solution? We want to make sure there is a common practice occurring and we don't want to perform too many manual tasks.

Bhuvan · 3 weeks ago

@Chrislgarrett9

Best practices is to create groups and assign role(s) to them and map user(s) at group level. User can be part of one or more groups and will inherit the highest role provided to them based on the roles provided at group or user level.

Identify the users who would play different roles in Problem Management space and create groups for it. Add role to the group and add users to it. This will be the ideal way to provide role bases access for any modules in ServiceNow.

Below is for reference,

I hope you appreciate the efforts to provide you with detailed information. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

View solution in original post

SANDEEP DUTTA · 3 weeks ago

Hi @Chrislgarrett9 ,

Just giving problem_coordinator role won't help to have robust process as a subject matter experts working on problem tasks might only need problem_task_analyst or other more limited roles.

So you need set a well-defined roles such as:

Problem Coordinator: Manages problems and coordinates workflow.

Problem Task Analyst: Works on assigned Problem Tasks, can be technical experts.

Problem Manager: Oversees the entire problem management process, typically a smaller team.

Thanks,
Sandeep Dutta

Please mark the answer correct & Helpful, if i could help you.

Bhuvan · 3 weeks ago

@Chrislgarrett9

Below are the Problem Management roles

Please refer below articles for best practices on Problem roles assignment and high level overview

https://www.servicenow.com/community/itsm-articles/itil-problem-management-best-practices/ta-p/22995...

If you have Now Create access, search for Problem Management Process Guide and it will provide you detailed information on the roles, their responsibilities and how you can plan for role mapping

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Bhuvan · 3 weeks ago

@Chrislgarrett9

Thanks for marking the post as helpful.

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Chrislgarrett9 · 3 weeks ago

Hello Bhuban, thank you for the information. This is the documentation I have been using, but I do not see how other are delivering the role. For example do people just have a Problem Analyst group that contains the role and then putting individuals in there to inherit the role? Or are they applying the role individually to techs (as large as my company is, this method is not wanted)?

We want to see how others are distributing the roles (analyst and coordinator to be exact).