Tool in ServiceNow for root cause analysis

thamys
Tera Contributor

Is there any option/tool in ServiceNow to perform root cause analysis of the services that had the most open tickets?

I'm creating a report in the ITSM department and we need to investigate why so many open tickets for certain services.

1 ACCEPTED SOLUTION

AndersBGS
Tera Patron
Tera Patron

Hi @thamys ,

 

Please look at the documentation here for RCA: https://docs.servicenow.com/en-US/bundle/utah-it-operations-management/page/product/event-management... and also the documentation for problem management: https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/...

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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2 REPLIES 2

AndersBGS
Tera Patron
Tera Patron

Hi @thamys ,

 

Please look at the documentation here for RCA: https://docs.servicenow.com/en-US/bundle/utah-it-operations-management/page/product/event-management... and also the documentation for problem management: https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/...

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

ihabeeb
Tera Contributor

Hi @AndersBGS  
Can you provide the updated documentation link . This one doesn't work now.