ITIL- DOUBT

[Bruce lee]

1-When will we create Change from Problem at which state and at which situation, please explain me with real life scenarios 

2-When we will create Change basically 

3-When we will create Change from incident

[Madhan somesh · Accepted solution]

In ServiceNow, when you create a change record from a problem record, it typically signifies that a problem has been identified and requires a change in the system or process to resolve it.
  If Users have reported frequent downtimes when accessing your company's website a problem record is created in ServiceNow to document the issue, including details such as symptoms, root cause analysis, and impact analysis. To resolve the server overload issue and prevent future downtimes, it's determined that infrastructure changes are needed, such as upgrading server capacity or optimizing server configurations.

From the problem record in ServiceNow, a change record is initiated to implement the necessary infrastructure changes. The change record includes details such as the proposed changes, implementation plan, schedule, and potential risks.

The change management team reviews and approves the change request, considering factors like potential impact on other systems, downtime windows, and rollback plans.
Once approved, the infrastructure changes are implemented according to the change schedule.
After the changes are implemented, the system undergoes testing and verification to ensure that the server overload issue is resolved and the website is functioning properly.
  - Once verified, both the change record and the associated problem record are closed in ServiceNow, documenting the resolution of the issue.

By creating a change record from a problem record in ServiceNow, organizations can effectively manage the resolution of underlying issues by implementing appropriate changes while maintaining a structured and documented approach to IT service management.

Refer SNOW documentation for more 

Please mark it as "Accept as Solution" and "Helpful". if this helped you.

Thanks & Regards,
Madhan Somesh.

[Dr Atul G- LNG]

Hi @Bruce lee 

https://youtu.be/zdhln7ydfX8

My video will help you to understand the issue.

[Madhan somesh · Accepted solution]

In ServiceNow, when you create a change record from a problem record, it typically signifies that a problem has been identified and requires a change in the system or process to resolve it.
  If Users have reported frequent downtimes when accessing your company's website a problem record is created in ServiceNow to document the issue, including details such as symptoms, root cause analysis, and impact analysis. To resolve the server overload issue and prevent future downtimes, it's determined that infrastructure changes are needed, such as upgrading server capacity or optimizing server configurations.

From the problem record in ServiceNow, a change record is initiated to implement the necessary infrastructure changes. The change record includes details such as the proposed changes, implementation plan, schedule, and potential risks.

The change management team reviews and approves the change request, considering factors like potential impact on other systems, downtime windows, and rollback plans.
Once approved, the infrastructure changes are implemented according to the change schedule.
After the changes are implemented, the system undergoes testing and verification to ensure that the server overload issue is resolved and the website is functioning properly.
  - Once verified, both the change record and the associated problem record are closed in ServiceNow, documenting the resolution of the issue.

By creating a change record from a problem record in ServiceNow, organizations can effectively manage the resolution of underlying issues by implementing appropriate changes while maintaining a structured and documented approach to IT service management.

Refer SNOW documentation for more 

Please mark it as "Accept as Solution" and "Helpful". if this helped you.

Thanks & Regards,
Madhan Somesh.

[Madhan somesh · Accepted solution]

@Bruce lee , 

Same case for the Incident as well but slightly different.

Users report an issue about the system.
- Upon investigation, it's discovered that the email server is experiencing intermittent connectivity issues.
An incident record is logged in ServiceNow, detailing the symptoms reported by users, diagnostic steps taken, and initial troubleshooting efforts.
Further investigation reveals that the email server's configuration settings are outdated and incompatible with the latest security protocols, causing intermittent connectivity issues.
To resolve the underlying issue and prevent future email disruptions, it's determined that a change in the email server's configuration is necessary to update the settings and ensure compatibility with modern security standards.
From the incident record in ServiceNow, a change record is initiated to implement the necessary configuration changes on the email server.
- The change record includes details such as the proposed configuration updates, implementation plan, change schedule, and potential risks.
The change management team reviews and approves the change request, considering factors such as the impact on email services, downtime windows, and rollback plans.
Once approved, the configuration changes are implemented on the email server according to the change schedule.
After the configuration changes are applied, the email system undergoes testing and verification to ensure that connectivity issues are resolved and email services are restored to normal operation.
Once verified, both the change record and the associated incident record are closed in ServiceNow, documenting the resolution of the incident and the implementation of preventive measures through the change process.

By creating a change record from an incident record in ServiceNow, organizations can effectively address underlying issues identified during incident management and implement proactive changes to prevent similar incidents from recurring in the future, thereby enhancing the overall reliability and stability
has context menu.

Please mark it as "Accept as Solution" and "Helpful". if this helped you.

Thanks & Regards,
Madhan Somesh.

[Bruce lee]

So related problem  should  close once I close the change request correct bro?