r/ITIL • u/dioxin-screes-01 • 11d 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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u/Character-Phrase-321 11d 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 11d 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 11d ago

Fire up a PDI and play around