ServiceNow® Problem Management makes it possible to restore services quickly—often helping 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 incidents and minimize the impact of unexpected disruptions.
Automated workflows allow problem managers to easily document workarounds and solutions, so IT teams can focus and get more done. With a consolidated view of the incidents and related changes, IT can deliver faster responses and solutions.
Find and address potential failure points by periodically reviewing configuration item (CI) relationship maps and ensuring ServiceNow CMDB accuracy with built‑in data certification. Determine the impact and potential cause of a problem with right‑click access to service relationships and CI health.
Speed resolution times, slash service disruption, and minimize business impact by publishing solutions and workarounds on the spot. When a known error is documented, a single click generates a Known Error Article in the knowledge base—saving time and effort in fixing recurring issues in the future.
Empower IT to reduce future disruptions from repeat incidents by giving them a tool that stops disruptions at the source. IT can schedule remediation plans through ServiceNow Change Management to permanently remove errors.
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.
Out‑of‑the‑box process best practices make it easier to support and manage problems through six states: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed. A problem can be used to document any available workaround, root cause, and fix. You can search for and link to problems while working on an incident.
Increase transparency and collaborate more effectively by providing updates to all service subscribers with automated, subscriptionbased notifications. Notifications can be pushed via email or within your instance.