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ServiceNow Problem Management Accelerator
Problem Management is an IT process that helps to identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents. If an issue occurs in the organization for the first time, it is called an incident. If the similar or related incidents occur multiple times, IT infrastructure has a problem that needs to be fixed. Problem management tracks all the problems created, resolve all the associated incidents when the problem is resolved.
Resolving a problem means fixing the error that will stop these incidents from occurring in the future. While Incident Management deals with fighting symptoms to incidents, Problem Management seeks to remove the causes of incidents permanently from the IT infrastructure. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment.
IBeam’s ServiceNow Problem Management accelerator helps organizations minimize the business impact of service disruptions and prevent future disruptions. Problem Management helps IT investigate the root cause of an incident through structured problem analysis, then document solutions and workarounds in the knowledge base. Trend analysis and periodic service configuration reviews also help to prevent future disruptions, and IT can right click from within any record in Problem Management to proactively schedule changes that remediate any issues.
Key Product Features
- Wrapper on the OOB Incident management
- Integrated On-call scheduling
- Assignment rule integration
- Integrated email and pager notifications
- First Call Resolution process
- Major and security Incident process
- Automated Knowledge management included
- Integrated process for incident escalation
- Interactive dashboards on the ITIL screens
- Scheduled reports distribution
- Service Portal Integration to validate the status