New to ServiceNow Community - WIP Problem Manager here in NC!

Megan_Marie
Tera Contributor

‎02-09-2023 05:14 AM

Good Morning NC SNUG Family!

 

Looking for advice, tips, and tricks for jumping into Problem Management!?! I am 100% remote in NC and wondering what this community can offer. 

 

Thanks in Advance!

~Megan

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chrisconstantin
Tera Contributor

‎02-16-2023 07:45 AM

Hi, I work with Amy as the CMDB and Configuration Management process owner and would be interested in networking with other process owners.  However I recently relocated from NC to FL so I would be attending remotely. 

Damon3
Tera Contributor

‎02-16-2023 08:09 AM

Maybe we can start a Reddit private group or something for the area and use that to connect and plan? I am open to ideas. I love that so many folks replied with similar interests!

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tracyo_brien
Administrator
Administrator

‎02-16-2023 10:49 AM

Hello!

 

We have a SNUG program called SNUG Meetups. They are member-lead - I have attached the program guide which explains the program. I think this might be the perfect solution!

 

Tracy O'Brien- ServiceNow

Tracy O'Brien
ServiceNow
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Elliot Acosta
Tera Contributor
In response to tracyo_brien

‎02-17-2023 05:39 AM

Thanks for the link Tracy! The program sounds great. Sorry if I missed it but I didn't see next steps if we wanted to proceed with the program. Would you create a meetup.com account for us? Do we need someone to be the Meetup leader first? 

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Ben28
Tera Contributor

‎02-16-2023 06:56 PM

Hi Megan,

Also new-ish Problem Manager here, in South California. Managed my companies Global Service Desk for 4 years, before moving into Problem Manager/Process Owner role last summer, so fairly new. However I have learnt a lot in the last 6-8 months, on how to do Problem Management, and how not to do it! We're also in the process of a complete ServiceNow re-design & re-platform, which gives us opportunity to review the overall Problem Process.

The biggest lesson learnt for me, so far, is make the Application/System owners the Problem owners, and make sure they understand their responsibilities for getting the Problem resolved. When I took over, the Problem Manager/Co-ordinator was doing all the work - identifying which resources would do the RCA, scheduling calls, writing the RCA etc. It's just not scalable!

I'd definitely also be interested in hearing other's advice, tips, and tricks for being a good Problem Manager!

Ben

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