service-now incident and problem management
DESCRIPTION
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. - PowerPoint PPT PresentationTRANSCRIPT
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
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.
Incidents, Problems and Knowledge Articles
Problem
Lead Incident
IncidentIncident
Lead Incident
IncidentIncident
Knowledge Articles
Priorities and SLAs Four Priorities:
Only Incidents with priority 1, 2 and 3 have SLAs
Default is 3 - Moderate
Priorities and SLAs
This will STOP the SLA running
Categorisation
Incident Type
Default is Incident
Service and Service Product
Two Service Product Categorisations:
Initial Resolution
List ofAssociated Service Products
CI Map
Service Map
Service Product Owner
Source
Default is Phone
Assignment Groups
Group BGroup A
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 implementedNo Permanent Fix – Technical ConstraintNo Permanent Fix – Too CostlyWorkaroundRejectedClosed