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Problem Management Work Instructions in ServiceNow

Problem Management Work Instructions in ServiceNow

This knowledge article will take you through the Problem Management process in ServiceNow tool for PayG.

Who can create Problem Record:

Only ITIL users and Problem Coordinators can create and work on Problem records. End users cannot submit problem records from ServiceNow portal.

Creating Problem Record:

A Problem record can be created from: - From an Existing Incident Record (This is called Pro-active Problem Management): When working on Incident, you may want to submit a new problem record. - Click on hamburger symbol and select "Create Problem". This will copy data from incident to new problem record. Verify if all mandatory fields are filled.

  • Fill the Assignment Group that you want this Problem ticket to be worked upon.
  • Save the Problem Record.

  • Additional details can be provided in Description and Work Notes.

  • From Problem Application in ServiceNow Navigator (This is called Pro-active Problem Management):

  • From left navigator, type Problem and select "Create New" under Problem Application.

  • Fill all mandatory fields like Problem Statement, Description, Assignment Group, Impact, Urgency, an appropriate Work category and Sub Category.

  • First Reported by is optional field. You can select an existing ticket number in this field.
  • If required, you can also attach any document or screenshots.
  • Save the Problem record to create new Problem ticket, initially it will be in State > New.

Problem Assessment:

When a new problem ticket is assigned to Assignment Group, a Problem Coordinator of that group can follow these steps to take the ticket through its lifecycle: - Assign the Problem record to Problem Coordinator of that group. This will change the State to "Assess". - Problem Coordinator to assess the details provided, update with more information if required in work notes. He can also attach more files as required.

Based on the details provided, Problem Coordinator can: - Cancel: To indicate the record doesn’t qualify for Problem Management. Doing this will take the ticket to Cancel State. - Mark Duplicate: If a similar Problem record already exists and the work is in progress on that. Doing this will take the ticket to its closure state. - Move to Root Cause Analysis: When Problem ticket is valid and we take it through its lifecycle. This will make the State of problem record move to Root Cause Analysis.

Root Cause Analysis:

Based on Description of Problem, the problem Co-ordinator will engage right stake holders and assign tasks to resolve the Problem tasks. - Locate “Problem Task” tab and click on new button to create new Problem task. For “What type of Problem Task is required?’’ Select “Root Cause Analysis”. - In the Problem task record, fill all mandatory fields like Short Description, Description, Assignment Group and Save the Record. - Problem coordinator can create any number of Problem Tasks and assign them to various Stake Holders.

Working on Problem Tasks:

Based on the Problem task assigned to Assignment Group, they can follow the below steps to execute the task assigned: - Problem Task can be owned and worked by ITIL users - Own/Assign the problem task. This will move the State to Work in Progress. - Execute the task and mark the task as completed. This will prompt you to fill other details - Fill Cause Code, Notes, Proposed Fix and workaround details. - When required, Problem task can be reopened by clicking on Re-assess. - On completion of task, the problem record becoming pending to next State.

Fix in Progress:

Based on the Outcome of Tasks in Root Cause Analysis, you will start to apply for a Fix to the problem. A problem coordinator will have to follow these steps: - Update the Problem records State to Fix in Progress, fill Work notes and Attach all cause codes and Fix Notes. - Ensure all the actions are taken at this stage also for other teams information and updates they follow the steps to proceed with Fix in the time. Task type can be “General”, because you are moving to find any root cause.

Resolve the issue:

When the solution required in a problem is permanently fixed, Problem Coordinator can mark the problem ticket as Resolved.

Complete:

After review of observation, problem coordinator can mark the Problem Record as Completed. This indicates that the problem is completely eliminated or permanently fixed.

Note: During the entire lifecycle if Problem record is reopened, it can then be marked for reassessment and put back to problem tasks.

If there is no definitive root analysis to be opened again. This will put the Problem into “Root Cause Analysis” State.

Mark “Duplicate” / Cancel:

To indicate the issue reported has another resolution or there is a duplicate problem record, mark the problem into Problem Closure State. - Accept Risk: When the problem is not fixable and you have to take it as a risk till permanent fix is identified that will not happen immediately or in near future. This will put the Problem into Problem Closure State.