Tool in ServiceNow for root cause analysis

[thamys]

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.

[AndersBGS · Accepted solution]

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

[ihabeeb]

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