Using the problem management application
Out of the box, Service-Now provides problem management application for facilitating the problem management process. If we talk about the problem as per ITIL then 'Problem' is the unknown cause of one or more incidents, often identified as a result of multiple similar incidents, In general words if your support team is receiving many incidents related to one CI (Configuration Item) then it is considered as a problem and a problem ticket must be created for permanent fix.
Getting ready
To step through this recipe, all you need is an active Service-Now instance, valid credential and Admin/ITIL role.
How to do it...
- Open any browser standard browser.
- Type the Service-Now instance web address (
http://{instance_name}.service-now.com ...
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