🛠️ Problem Management – ServiceNow Q&A
What are the Problem States?
Here are the main problem lifecycle states in ServiceNow:
- 🔹 New: A problem is identified and documented.
- 🔹 Assess: Investigation of impact and root cause begins.
- 🔹 Root Cause Analysis: The actual issue is diagnosed.
- 🔹 Fix in Progress: Fix is being developed and implemented.
- 🔹 Resolved: Solution verified as effective.
- 🔹 Closed: Lessons learned are documented, and record is closed.
How do you identify the root cause of a problem in ServiceNow?
Root Cause Analysis (RCA) in ServiceNow includes:
- 🔍 Collecting data from Incidents, CI relationships, and logs.
- 🧠 Applying techniques like 5 Whys or Fishbone Diagrams.
- 🤝 Collaborating with support teams and subject matter experts.
- 📚 Reviewing the Knowledge Base for similar issues or known fixes.
What is a Known Error?
A Known Error is a problem with a documented root cause and possibly a workaround.
➤ It exists in the Known Error Database (KEDB) and helps in quicker resolution of recurring incidents without needing fresh investigation each time.
➤ It exists in the Known Error Database (KEDB) and helps in quicker resolution of recurring incidents without needing fresh investigation each time.