Problem Management process

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Problem Management process

    The Problem Management process within the ServiceNow platform manages problems using task records. Problems are created, assigned to the Problem Management team, investigated, and resolved through a structured life cycle. This process helps identify root causes, track progress, and communicate resolutions effectively.

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    Identify and Log Problems

    • Problems can be created in multiple ways and are linked to configuration items via the CMDB to show affected components and their relationships.
    • Problems automatically associate with related incidents if generated from an incident, allowing access to incident investigation details.

    Investigate and Update Problems

    • Problem models with workflows standardize and automate investigation processes.
    • Email notifications keep stakeholders informed, and inbound email actions allow problem updates via email.
    • The system allows viewing active tasks linked to configuration items to track ongoing problems.
    • Escalation rules ensure timely handling of problems, including:
      • Service Level Agreements (SLAs) to highlight problems and measure team performance (though SLAs are not recommended for the entire problem life cycle due to investigation duration).
      • Inactivity monitors that trigger notifications or scripts if a problem remains unupdated for a specified period.

    Resolve Problems

    • Problems requiring changes can initiate change requests, integrated with Change Management, with related lists linking problems and change requests.
    • For releases Madrid and later, problem coordinators are notified when related change requests complete or are canceled.
    • In earlier releases, business rules automate closing problems upon change request closure and resolve associated incidents waiting on the problem.
    • Problems without permanent fixes can be set to Known Error state to communicate ongoing issues, facilitating quicker investigation by IT agents.
    • Workarounds, knowledge base articles, or news items can be created to share information related to problems.

    Life Cycle Management

    • The Problem Management team manages the entire life cycle of problems, guided by state transitions from creation to closure.
    • Problem tasks represent discrete work units within a problem’s life cycle, also following state transitions until completion.

    Within the platform, problems are handled using the task record system. Each problem is generated as a task record through various means, and is populated with the pertinent information. These tasks are assigned to Problem Management team members to resolve and then close.

    Identify and log problems

    A problem can be created in several ways. For detailed information, refer Create a problem.

    Associating a problem with a configuration item using CMDB helps the Problem Management team see the affected items and its relationship to other configuration items.

    A problem can be associated with one or more incidents in the Incidents related list. The association is automatic if the problem is generated from an incident. Associating incidents provides the Problem Management team with access to the information gathered during incident investigation.

    Investigate and update problems

    If the Problem Management team has a problem model process for dealing with certain problems, they can be added to the system with workflows . Workflows standardize and automate a process.

    As a problem is updated, email notifications are sent to concerned parties. If inbound email actions are specified, the problem can be updated via email.

    You can use the other active tasks icon next to Configuration item to look up active problem records. When you click the icon, it shows all active tasks linked to that configuration item.

    The platform provides escalations rules to ensure that problems are handled promptly. Two types of escalation rules are available in the system.
    • Service level agreements: SLAs can be used to ensure that problems are highlighted. As investigating and fixing a problem could be a long-term effort, it is not recommended that you apply SLAs to an overall problem. SLAs are also used as a performance indicator for the Problem Management team.
    • Inactivity monitors : The inactivity monitors prevent problems from being overlooked by generating an event. When a problem has not been updated within a certain amount of time, the event can create an email notification or trigger a script.

    Resolve problems

    If a problem needs a change request to be resolved, it is possible to request a change that goes through the change management process. After requesting a change, the problem appears on a related list on the Change Request form.
    Note:
    For Madrid Best Practices: The problem coordinator, whom the Problem is assigned to, is notified when all related change requests are completed or canceled.
    The following information applies for London and prior releases:
    • A business rule (SNC-ITIL-Close-related) automates the process of closing problems in Pending Change state when the change request is closed. If the problem is closed, another business rule (SNC - ITIL - Resolve Related Incidents) automatically sets the State to Resolved for all incidents associated with that problem whose State was On Hold and On hold reason was Awaiting Problem.
    • If the cause of a problem has been determined but there is no permanent fix, change the problem state to Known Error to communicate this fact. IT agents can click the Known Errors module and look for the issue they are investigating to reduce time spent on a similar issue. To communicate information related to a problem, you can open the problem and describe a workaround, create a knowledge base article, or create a news item.