Problem Management: How to get up and running quickly

[rohantyagi]

ITSM Value Realization Webinar Series

Problem Management: How to get up and running quickly

Original Air Date July, 5, 2017

Watch the Webinar to learn about how to quickly realize value out of Problem Management application in Now platform.

ServiceNow ITSM product management experts will share the expertise around the business processes involved with using the Problem Management application in the Now Platform and the role ServiceNow plays in the process, to help Customers and Partners get up and running to quickly realize value. Customers can also leverage this opportunity to ask questions and provide feedback to the product team directly.

Post your questions down below for the experts to answer.

Click here for the presentation slides (2 MB PDF)

Featured Speakers

Sheeba Srinivasan is the product owner of Problem and Incident Management application at ServiceNow. She brings with her, decades of experience from professional services where she helped customers implement ITSM solutions. Sheeba knows and will share the successful strategies to realize full potential of the problem management process and application at your organization.

Rohan Tyagi is an ITSM- Customer Experience Manager, ServiceNow. Rohan has more than 7 years of experience in enterprise software helping several medium to large enterprises implement, adopt and realize value from their investments in the software. He's been with ServiceNow for about a year, and his current focus is to improve the overall experience for ITSM customers by aligning internal processes and external resources. Rohan maintains his certification for ITiL.

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[charlesmurphy]

Registered and look forward to the session

[jillroma]

Hi Sheeba & Rohan, just watched the webinar and I have a question.   Are the Problem Tasks typically used ad-hoc or as-needed, or do you often see standardized tasks created via workflow?

Thank you,

Jill

[rohantyagi]

Hi Jill, it highly depends on the structured analysis technique (like Kepner tregoe or fishbone analysis) that you choose to perform problem management at your organization. It is quiet often the case   during reactive problem management (when problem arises from a reported incident) that each problem has its unique course of investigation and diagnosis. you may want some tasks to be done by other teams or team members; for that you create problem tasks on an ad-hoc basis. After diagnosis, you will either change the state of your problem record to 'pending change' and create a RFC; from where change management tasks and change workflows will kick off OR you will change the state to 'known error', and then you will use the related lists to publish a knowledge base.

Standardized problem tasks are more often seen in the proactive problem management. Where you create a problem record and perform a standard set of activities that are pre-defined using problem tasks before even going into the investigation mode.

Being said that, you can definitely use workflows to create a problem task (problem_task table) in   case   you have   standard steps defined that needs to be followed. We do not ship any workflow out of the box for this.

Sheeba.Srinivasan1 please correct me if I am wrong here or you may have any additional suggestions for Jill. Thanks