Servicenow com Incident and Problem Management Incident Definition

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 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. The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented.

Incidents, Problems and Knowledge Articles Problem Lead Incident Incident Knowledge Articles Incident

Priorities and SLAs Four Priorities: Default is 3 - Moderate Only Incidents with priority 1, 2 and 3 have SLAs

Priorities and SLAs This will STOP the SLA running

Categorisation

Incident Type Default is Incident

Service and Service Product List of Associated Service Products Two Service Product Categorisations: ØInitial ØResolution

CI Map Service Map

Service Product Owner

Source Default is Phone

Assignment Groups Group A Group B You can reassign to any team Group C can view records not in their group

Roles Three Roles ØService Desk ITIL – SD ØService Management – ITIL SM ØL 3 - ITIL

Incident States Can be changed by: ØButtons ØQuick Message Emails ØAssignment

Incident States Can be changed by: ØButtons ØQuick Message Emails ØAssignment An Incident is Resolved BEFORE it is Closed

Creating a Problem Created automatically when: ØP 1 or P 2 Incident is Resolved and a Workaround has been provided

Problem States ØPermanent Fix is implemented ØNo Permanent Fix – Technical Constraint ØNo Permanent Fix – Too Costly ØWorkaround ØRejected ØClosed