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Service-now.com
Incident and Problem Management
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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
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Problem - Definition and Objectives
The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented.
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.
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Incidents, Problems and Knowledge Articles
Problem
Lead Incident
IncidentIncident
Lead Incident
IncidentIncident
Knowledge Articles
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Priorities and SLAs Four Priorities:
Only Incidents with priority 1, 2 and 3 have SLAs
Default is 3 - Moderate
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Priorities and SLAs
This will STOP the SLA running
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Categorisation
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Incident Type
Default is Incident
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Service and Service Product
Two Service Product Categorisations:
Initial Resolution
List ofAssociated Service Products
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CI Map
Service Map
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Service Product Owner
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Source
Default is Phone
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Assignment Groups
Group BGroup A
You can reassign to any team
Group C
Group C can view records not in their group
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Roles
Three Roles
Service Desk ITIL – SD
Service Management – ITIL SM
L3 - ITIL
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Incident States
Can be changed by:
Buttons
Quick Message Emails
Assignment
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Incident States
Can be changed by:
Buttons
Quick Message Emails
Assignment
An Incident is Resolved BEFORE it is Closed
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Creating a Problem
Created automatically when:
P1 or P2 Incident is Resolved and a Workaround has been provided
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Problem States
Permanent Fix is implementedNo Permanent Fix – Technical ConstraintNo Permanent Fix – Too CostlyWorkaroundRejectedClosed