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Session Code: THS1335
Presenter(s): Russ Blaesing
Company(s): ServiceNow
Abstract: Identifying repeat issues, understanding their root causes, and fixing them quickly is vital to eliminating incidents. By adopting a new process for ServiceNow Problem Management, ServiceNow IT was able to clearly pinpoint the problem stages and create better governance and lifecycle tracking. By using the Premium and Compliance dashboards we were able to decrease the number of open problems by 66%, and root cause analysis time by 60%. In this session, we will describe our implementation journey, lessons learned, and best practices for improving problem management in your IT operations."
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