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Service-now Incident and Problem Management

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.

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Service-now Incident and Problem Management

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  1. Service-now.comIncident and Problem Management

  2. 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 impactedService 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

  3. 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 ManagementProcess 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.

  4. Incidents, Problems and Knowledge Articles Problem Lead Incident Lead Incident Incident Incident Incident Incident Knowledge Articles

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

  6. Priorities and SLAs This will STOP the SLA running

  7. Categorisation

  8. Incident Type Default is Incident

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

  10. CI Map Service Map

  11. Service Product Owner

  12. Source Default is Phone

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

  14. Roles • Three Roles • Service Desk ITIL – SD • Service Management – ITIL SM • L3 - ITIL

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

  16. Incident States • Can be changed by: • Buttons • Quick Message Emails • Assignment An Incident is ResolvedBEFORE it is Closed

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

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

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