Hi @ajju_07 ,
Imagine you work for an online store. Sometimes, your website goes down, and customers can't shop. You use ServiceNow to fix this issue effectively.
Problem Management Scenario:
Spotting the Problem: You notice the website often breaks. Customers complain.
Recording the Problem: You log this issue in ServiceNow with details like when it started and how it affects business.
Looking Into It: You use tech tools to figure out what's wrong. You find that the website crashes when the servers get overloaded.
Urgency Check: Since it's bad for business, you decide it's a big problem.
Getting Help: You assign an expert to fix it and tell others about it.
Finding the Real Issue: The expert digs in and sees a part of the website uses too much memory, causing the crashes.
Fixing the Problem: They work on a solution and test it with developers.
Making Changes Safely: To apply the fix, you ask for permission through a change request. It's approved and done during a planned update.
Problem Solved: After the fix works without problems, you update the record in ServiceNow to say the issue is fixed. You also note what caused it and how it was solved.
Sharing the Knowledge: You add all this info to your knowledge base so others can use it.
Keep Getting Better: You keep an eye on the website and make sure the issue doesn't come back. If it does, you start the process again.
Thanks,
Anand
