Seeking Insights: Problem Management, Roles and Responsibilities (Ownership, Accountability)

[jorgescanavino]

Hello everyone,

I'm a Product Owner for IT Problem Management at a multinational company with teams across AMS, EUR, and AOA. I'm looking for some guidance on the optimal timing for creating a Problem Record in ServiceNow.

Specifically, I'm interested in:

• Market best practices: Are there any widely accepted industry best practices or common triggers for when a Problem Record should be logged in ServiceNow?

• Problem Record initiation: Who is typically responsible for opening a Problem Record after a related incident has been resolved?

• Assignment after incident resolution: To whom is a Problem Record usually assigned immediately after its corresponding incident has been resolved?

Any insights or experiences you can share would be greatly appreciated!

[Maik Skoddow]

Hi @jorgescanavino 

on https://www.servicenow.com/community/itsm-articles/it-service-management-knowledge-amp-troubleshooti... I have curated some resources which might help you.

Maik

[Chai Maddula]

Hi @jorgescanavino 

I am not sure whether you have access to assets in nowcreate, you can find useful information about problem management in below link. Also attaching you the process guide which may be helpful for you. 

https://learning.servicenow.com/nowcreate/en/pages/nc-search?id=search&spa=1&q=problem%20management&...

For your first question, I suggest reviewing the ITIL  course : below are some practices when a problem record will be created.

1. Recurring incidents : Multiple incidents with similar symptoms or categories over a defined time frame.

2. High Impact or Major Incident : A Major Incident is declared that disrupts critical business operations.

3. Root cause unknown : An Incident is closed with a workaround but without identifying the root cause

4. Repeated Workarounds : Incidents are consistently resolved using the same workaround

5. Monitoring Alerts or Trend Analysis : Proactive detection from monitoring tools, AIOps, or analytics dashboards showing potential failures

6. Significant SLA Breaches : Repeated SLA breaches for similar issues

If my response solves your query, please marked helpful by selecting Accept as Solution and Helpful

[Dr Atul G- LNG]

Hi @jorgescanavino 

The best way to start is by going to Now Create → Assets → and searching for "Problem Management".
You'll find the process workshop and blueprint there, which will give you much more clarity on the entire flow.
Highly recommended for a structured understanding!