Problem Management Data Sheet

Problem Management Overview
ServiceNow Problem
Challenge
Management helps find and fix
Problem Management cannot be a standalone process. Smooth integration with
the root cause of even the most
incident, change, knowledge, CMDB and other ITSM processes will enable rapid
complicated issues with a clear
workarounds and faster elimination of recuring incidents. A clear and well
well-defined process. With
structured Problem Management process is essential for root cause analysis and
seamless integration between
for driving continuous improvements. Tight integration with other ITSM processes
Problem and all other ITSM
will enable organizations to proactively mitigate issues and minimize disruption to
processes, organizations get the
business.
fastest way to root-cause and
workarounds.
Solution
ServiceNow® Problem Management makes it possible to identify the root cause
of an issue that is affecting your services and can help you prevent issues from
happening in the first place. With a structured workflow for diagnosing root
causes and fixing problems, ServiceNow empowers you to eliminate recurring Benefits
incidents and minimize the impact of unexpected disruptions.
Minimize service disruptions by
Allow problem managers to easily document workarounds and solutions, so IT
proactively using built-in
teams can focus and get more done. With a consolidated view of the incidents
dashboards for service
and related changes, IT can deliver faster responses and solutions.
performance and
configurations.
Speed up service restoration by
creating immediate visibility into
known errors and workarounds
for all IT staff to use
Accelerate root cause
resolution with structured
problem analysis and by
correlating problems and
coordinating workflows
The ServiceNow Difference
Seamless integration with

incidents and changes
Strong interface with Knowledge

Management eases
documentation of workarounds
Select multiple change requests to add to a problem CMDB gives clear visibility into
affected items and relationships
to services
The most powerful born-in-the-

cloud, ITSM platform in the world
Features
Configuration Management Database

(CMDB)
Best Practices ❝ The service
Out-of-the-box process best practices make
it easier to support and manage problems
desk team is
Find and address potential failure points by
periodically reviewing configuration item (CI)
through six states: New, Assess, Root Cause
Analysis, Fix in Progress, Resolved, and
able to work on
relationship maps and ensuring
ServiceNow CMDB accuracy with built-in
Closed. A problem can be used to
document any available workaround, root
clearly
data certification. Determine the impact and
potential cause of a problem with right-click
cause, and fix. You can search for and link to prioritized
problems while working on an incident.
access to service relationships and CI health. incidents based
Automated Notifications
on impact and
Knowledge Base
Speed resolution times, slash service

Increase transparency and collaborate more urgency
effectively by providing updates to all service
disruption, and minimize business impact by
subscribers with automated, subscription
publishing solutions and workarounds on the
based notifications. Notifications can be
spot. When a known error is documented, a
pushed via email or within your instance.
single click generates a Known Error Article in
the knowledge base—saving time and effort
in fixing recurring issues in the future.
Reports and Dashboards
10x
Provide real-time transparency into
Remediation Plans operations with configurable
role-based dashboards for Problem
Empower IT to reduce future disruptions from
repeat incidents by giving them a tool that
Manager and Problem Coordinator roles. Incident reduction
Identify and remediate abnormal patterns
stops disruptions at the source. IT can
and trends before they become problems
schedule remediation plans through
with built-in reporting and ServiceNow
ServiceNow Change Management to
Performance Analytics.
permanently remove errors.
Coaching Assessments
Monitor critical moments of the problem

management process in real time. Allow
coaches the opportunity to quickly intervene
to correct any mistakes that could cause
more trouble or delay service restoration.
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Problem Management Overview

The ServiceNow Difference

Seamless integration with

Strong interface with Knowledge

The most powerful born-in-the-

Configuration Management Database

Speed resolution times, slash service

Monitor critical moments of the problem

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