New to ServiceNow Community - WIP Problem Manager here in NC!
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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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02-17-2023 05:23 AM - edited 02-17-2023 06:31 AM
Hi Megan,
Sorry to have hijack this post with talk about getting a group together!
But to answer your question, the one thing I've identified as someone who has developed, implemented, and owned Problem management programs is that for it to be effective, problem management needs to be part of your leadership's strategic strategy or goals. What I've seen is problem management being implemented without any organizational change in place to reflect the new process. From my experiences, problem management often the lowest priority for SMEs and its often rushed without achieving true root cause analysis. And if you as the Problem Manager is the only one pushing for that work to be completed correctly then you'll just be seen as a nag because the rest of the organization just see problem records as just another ticket.
Hope this helps and I'd love to hear about other's experiences with this.
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03-15-2023 04:41 PM
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03-15-2023 08:56 PM
I am a bit late to the party but I am interested in both a local SNUG group. I am in Apex and work for TRC companies an engineering and project management consultancy. I have been down here for 8 years and ask regularly but rarely hear anything about snug events large or small.
j am the Director of IT Service Delivery. We implemented ServiceNow March 3rd 2015. We have been talking about problem management since we launched and hope to finally do so
erhing within the next year. would love to spe a k to others about what you are doing in this area
curious who if anyone is going to knowledge. I am going and looking forward to my first real conference since the pandemic.
