Provides an introduction to problem management according to the Information Technology Infrastructure Library (ITIL) framework. Demonstrates problem management in the ServiceNow platform.
Applies to all supported ServiceNow releases as of Jakarta.
Role required: itil
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This video covers:
00:27 Introduction to problem management
02:36 Creating a problem
04:20 Checking dependencies
05:18 Creating problem tasks to initiate root cause analysis
05:55 Communicating a workaround
06:48 Posting knowledge
07:11 Creating a change request from a problem
07:46 Closing a problem and related incidents
For more information on problem management, see:
Quick Start—An Overview of ITIL Service Operation: https://www.servicenow.com/content/dam/servicenow/documents/ebook/ebk-it-infrastructure-library-overview-service-operation.pdf
AXELOS ITIL Best Practices: https://www.axelos.com/best-practice-solutions/itil
ServiceNow product documentation:
Problem Management: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/problem-management/concept/c_ProblemManagement.html
Resolve related incidents from a problem: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/problem-management/task/t_CloseRelatedIncFromAPRB.html#t_CloseRelatedIncFromAPRB
Dependency Views map: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/product/business-service-management-map-ng/concept/c_NextGenBSMMaps.html
ServiceNow knowledge articles:
ServiceNow Training and Certification:
ServiceNow TechBytes Podcast:
For general information about ServiceNow, visit: http://www.servicenow.com/
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