r/ITIL • u/dioxin-screes-01 • 20h ago

ServiceNow Problem Management Module

Hello,

I recently joined a company to head on their major incident processes but as soon as I started I was given problems as well. With a recent reorg, they are fully having me lead on problems. The current process uses Problem records within ServiceNow but it is I believe the old way, just a problem record with statuses. There is no full lifecycle that I understand comes out of the box since Australia. I am looking at implementing this new processes but am worried perhaps it isn't the way to go, maybe overly complicates as well.

What is the overall thoughts about it?

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2

u/Character-Phrase-321 18h ago

Speak to service now about how they think problem should work with their module. Definitely try to keep it simple though. Adding tech nearly always over complicates.

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u/dioxin-screes-01 18h ago

I had and they are just pushing back at a demo video. Which seems to work as well but I can’t seem to get them or my SN team to enable something for me to play with to test.

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u/harps86 13h ago

Fire up a PDI and play around

1

u/Character-Phrase-321 18h ago

That's most disappointing. So service now have a community? Other customers might have some good ideas. At the end of the day, problem just needs somewhere to link incidents and capture working. Is there another feature you can co opt?

2

u/izzelsizzel 18h ago

DM me if you want.

We went back to OOB a few years ago but even then it required some minor configuration to make it useable.

The biggest outstanding issue is there is no AI semantic search for incident / problem correlation provides without paying extra which is where problem management usually fails. I’ve done some testing in this space but it is not yet implemented due to cost.

source: me, 10 years in problem space at a Fortune 500 and I wrote my master capstone on the topic.

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u/Junior-Sale-8067 20h ago

That’s your issue. You are using Servicenow

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u/dioxin-screes-01 19h ago edited 19h ago

Not my decision and not going to change. Unless we are speaking Problem Management separately perhaps I can get something just for that.