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Training - Intro and Process

This document discusses incident and problem management in ServiceNow. It defines incidents as unplanned interruptions to IT services and problems as underlying causes of incidents. The objectives of incident management are to restore normal service quickly while minimizing business impact, and of problem management are to prevent incidents and minimize their impact. It outlines the incident and problem lifecycles, priorities, service level agreements, and roles in ServiceNow.

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John Terry
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© © All Rights Reserved
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28 views

Training - Intro and Process

This document discusses incident and problem management in ServiceNow. It defines incidents as unplanned interruptions to IT services and problems as underlying causes of incidents. The objectives of incident management are to restore normal service quickly while minimizing business impact, and of problem management are to prevent incidents and minimize their impact. It outlines the incident and problem lifecycles, priorities, service level agreements, and roles in ServiceNow.

Uploaded by

John Terry
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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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

Problem

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

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

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