Service-now.com Incident and Problem Management

Incident - Definition and Objectives An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident The goal of Incident Management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained

Problem - Definition and Objectives A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation. The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented.

Incidents, Problems and Knowledge Articles Lead Incident Lead Incident Incident Incident Incident Incident Knowledge Articles

Priorities and SLAs Four Priorities: Default is 3 - Moderate Only Incidents with priority 1, 2 and 3 have SLAs

Priorities and SLAs This will STOP the SLA running

Categorisation

Incident Type Default is Incident

Service and Service Product List of Associated Service Products Two Service Product Categorisations: Initial Resolution

CI Map Service Map

Service Product Owner

Source Default is Phone

Assignment Groups You can reassign to any team Group A Group B You can reassign to any team Group C Group C can view records not in their group

Roles Three Roles Service Desk ITIL – SD Service Management – ITIL SM L3 - ITIL

Incident States Can be changed by: Buttons Quick Message Emails Assignment

Incident States Can be changed by: Buttons Quick Message Emails Assignment An Incident is Resolved BEFORE it is Closed

Creating a Problem Created automatically when: P1 or P2 Incident is Resolved and a Workaround has been provided

Problem States Permanent Fix is implemented No Permanent Fix – Technical Constraint No Permanent Fix – Too Costly Workaround Rejected Closed