[Music] thank you hey there welcome back to our Channel today we have an exciting topic to discuss which is servicener problem management if you have ever faced recurring incident and wanted a permanent solution then this video is for you so let's dive into it first thing first what exactly is problem management well it's crucial process in IIT service management that aims to identify the root cause of recurring incident and Implement effective solution to prevent them from happening again in the future in the simple term problem management has tackle the underlying issues to reduce incident and improve overall performance and service quality of your instance okay so what will the key benefit of it it helps you to implement preventing recurring issues okay prevent proactive approach okay if you find certain pattern or you can work on it okay and about potential problems okay and criteria service improvement so um I know this this definition will be hard to swallow okay so let's understand the problem I'm from a simple element perspective okay so imagine you work in office where the coffee machine is possessed by a misuse Spirit okay every morning without fail you decide to malfunction and spray hot coffee all over you your colleagues find it hilarious but you are loved dropping weight and desperate for Solution that's when a problem management step in so the first step in problem management is always problem identification so in this particular scenario in the service now world the first step is problem identification you report the coffee machine incident to your it department is playing the recurring choice you face every single day okay then lock it as a problem in service now as start investigation for the root cause the Second Step comes is a root cause analysis so we have we have drafted our problem and the result get started in this particular example in the meantime the IIT teams digs deep to find why the copying machine has abandoned against you okay they collect data analysts analyze previous incident and suspect that a prankster might have tampered with the machine internal mechanism it's time for some serious detective work so basically this is a root cause analysis where they found the root cause why exactly it's malfunctioning right the third step in this particular process in the no problem management with respect to this um example is like now I'm with the findings the IT team device applied to fix the coffee machine once and for all they decide to install secret cameras near to catch the culprit in the ACT additionally they scheduled regular maintenance to ensure the machine remains to depend top okay so this is where the problem statement a problem resolution come into incident uh into existence right now they will monitor it out that a time thanks to it teams therefore the coffee machine is back to its normal right non-spring cells okay you can now enjoy your daily office dose okay without being dense as days pass you can realize that there is no more coffee catastrophe inside okay so then the problem is resolved but that's not the end of the story right okay servicenow ID team what it would what they do they will document the entire investigation root cause analysis and implementation solution probably into KB article okay this way they will they create a knowledge base that future generations of coffee enthusiastic can refer to if similar incident talkers so this example I just drafted it out just to Showcase how exactly problem element works it works into four steps okay first is like the incident okay recurring incident occur then the root cause analysis there's a problem resolution and then documenting that particular walk around for the scene so after this story sweet story okay let's jump into the service now instance okay as you can see on my screen this is now instead and currently I am on utna okay so let's there are multiple ways through which you can create a problem you can either create a problem from incident so if I go for incident.list let's open it out and showcase you out um if I open this particular incident if you right click over here context and you can see create problem right you can create problem from here or we have a module we have a model for the same so if I go for problem and do create new this will also create a problem okay so let's let's understand how this problem management lifecycle works so first and the foremost step is in the new that's where the story where the first incident occur right so first reported by so reported by is not a user over here okay it's reported by is like what was the first incident this particular problem leads to right what was the first incident occurred for this problem so it may be problem change or any task extended table right okay uh so I will just go for incident because I I like it so much so I will search for Inc so basically okay this was the incident Network file share access issue these are the first incident this occur what is the category for it let's consider software okay sub category okay let's consider Hardware Hardware disk okay then we can select service what kind of service so um let's let's consider labor distribution you can also Define service offering for the same right if I don't think it's there right now you can also define configuration environment configuration item then problem statement okay what are the problems there just coffee machine issue okay here I will put the same it will operate on the point to the description also another state is New okay you can see the status new asses root cause analysis fixed in progress result we will be seeing all the states and the lead Point impact urgency you can Define so it's medium I don't get coffee for today urgency is low because I'll be sitting entered it to the office okay then you can give the assignment group so let's see if we have something ideally we should have so let's give it to database team okay assigned to also you can give so give assign assigned to someone this is no one database team uh if there is a thing will work let's select some problem related problem analyzed at least two problem analyzer will take problem administrator okay I'll this and here you can see the contextual search it will give all the knowledge bases which was created in the past okay you can you can filter down also okay this thing but I will just keep it as if and you can Simply Save the change so you have just after the save the problem saved after the problem and as you can see if you if you have not assigned it to any group then it will not be in as a state okay as soon as you assign it to grow and assign to it will be an assisted so the SLE you can Define SL according to the same now once you are in the asset State what exactly asset does it defines whether this is actually a problem or not okay so for example um if for example if we take the coffee machine only right okay if a person just don't know how to operate it out and by mistake he created a problem that it's not working so it's not a problem it's a false alarm right so you can in that particular aspect you can simply cancel it out okay that see it's not a problem it's your problem it's not our problem okay the other way is like if you do confirm the confirm will be like you okay I agree that this is a prominent we will be looking into this okay and we have Mark duplicate also what Mark you duplicate talks about Mark duplicate is like there's already a problem for example if coffee machine is hurting me out okay it's hurting my colleague outwards and he has already created one change for it okay so that in that case what they will be doing they will simply click on Mark duplicate because they don't want to work on two different problems right which is pointing to the same issue so what they can do to they can do Mark duplicate and they can give the reference of that duplicate problem which the pop-up is not coming okay so again simply give okay this this and this problem is duplicate so in that terms what will happen that this particular problem will get closed okay and the issue will get mitigated as a part of the parent problem the other problem out okay you can see the State closed resolution code will change to duplicate or if you don't want to do that so so this these are all the new actions so for now we there is no duplicate and it's a problem okay because we want to in this particular video we want to look into the problems so that's why I I will mark it as confirm so as soon as a market confirm okay the state got changed to root cause analysis okay so we are in the state where we just put a heart we take your hand on our head and we just want to find who is the culprit for it okay from where exactly it's breaking so now in this particular case there may be two things out okay one is like you are the right person you are the you are the detective okay and you can find the root cause analysis or the other way around is like you have to hire someone other detector you have to involve some other people out okay in that particular terms if you want to assign this root house analysis thing to a different team what you can do you can scroll down and there is a thing called Problem task if I click on new problem task okay it will give you two options either it root cause analysis in general so what is the difference between these two root causes analysis like see we have a problem but we are not right person we are not equipped enough to get the root cause analysis for this and we need a help from other team out okay then we can create root cause analysis path the general one is like you see we will be doing the root cause analysis but we just want to keep you informal we just need some general information from you okay as a help so you can create General one perfect so in this case we will be creating root cause analysis one and as you can see root cause analysis again we have other things okay so we will give a short description hey hey we don't no anything about coffee please help us with that okay so we have created a problem task we can also Define the due date that we want to drink espresso 514 right so I can do that I'll just copy paste the same thing to description and this time I will not give assigned to an assignment group okay so that it will not move directly to acids so with this again we have contextual search I'll just save this out so it will be in new state only if we have the Asus button let's see if we click on Asus it does a we want assign to right it's asking for a center right so let's give assign to so for that we have to just forgive um assignment groups so we will give problem solving the other group and let's take some user from it I will give problem coordinator a okay and now if I move to Asus it should move the assets so as is done again they have the same thing okay that if if the thing that we are also not the right person right go search go find for other people out who can help you out in this so they can simply cancel it out if they think that okay if we are the right person right now we can do it we also want to drink coffee so they can simply start working on it so let's start work on the same so as soon as the world gets up so the state got changed to work in progress for the problem task now they will do all the other analysis and the root cause analysis get completed that they will find the they will find that someone has um pranked you out okay with with the coffee machine and they found the root cause for this they just found the root cause not the solution they are not a solution right they just found the root cause so once the root cause analysis is done they can simply complete it out okay but before completing you have to provide certain things out right you will say hey we did the broadcast analysis right but how I will come to know what solution we need to implement it we need the information from you right so for that you have to just provide this info root cause analysis people okay there is a ghost and not ghost person who is messing with coffee machine okay so I have given the root cause analysis I will give the same to propose fix not also I will give walk around also so they they can provide what were the proposed fixed nodes it's like what exactly needs to be done as to as a part to remedies walk around is like what workaround we have for it right so if you do okay it will move to closed popping now if it comes back to you okay you have the pro you have the you are the one who have created the problem and you want you didn't like the solution or work around with their product or root cause analysis you did you can ask them to reassist the problem right so they will create current resist and it will again land to assist it and they can they will redo the work but at this particular point of time I'm pretty happy with the walk around with their provider so we'll go to problem okay so the you can see problem task got closed okay and now as we know the information right that there is a person who is messing around the same you can fix the fix the problem right so you can fix it out by clicking on fix again we have the same option right Mark duplicate cancel and all those things out so pause I will just give the same here I will just go to the fixes and I will click on OK I will do the fix for the same okay and once the fix now the fix is progressed okay now there is one more thing up there may be multiple things out right as we have discussed that the fixes like we have to install the cameras and we have to do the regular mentors for the thing okay but if the company don't have the budget for it right and they want to do it in the future so what you can do you can simply accept the risk it's like hey we know that there is a person who is messing around you know the coffee machine is also broken but we don't have money right now okay so for this we'll just accept you know we'll just make it put it on hold on all your proposals right so for that what you have to do you have to just provide the risk accepted reason right so I will just give we don't have money and okay and it will get closed now in a future if a couple of months back your manager himself got arrested with coffee okay and he is one that I want to drink coffee but I am unable to do so because there was a problem but we didn't work on it but now I allocated from budget to work on it right so let's open that problem and work on it so you don't have to create problem again what you can do you can come to the problem and to re-analyze so what it will do it will reopen the reopen the key uh problem now we don't want root cause analysis if you want you can again create a problem task after that but as we already know the root for analysis for this what you can do we can simply move to fix and once the fix is done so we have installed the cameras and all those things out okay what you can do you can simply resolve this particular problem out right that we have implemented the oh solution of work around foreign schedule maintenance and so on so you can simply resolve now okay so the problem got resolved and if no more incidents coming on this particular same topic right you can consider that this this is gone for all okay the prankster is walk around and the coffee machine is also working fine and you are drinking Express on a daily basis right in that particular term you can close complete this problem so this is the entire oh we can say lifecycle management of problem management and service now okay I hope oh I hope you enjoyed it out okay this particular this this video okay I if you found this particular video helpful don't forget to hit that like button subscribe to our Channel and turn on the notification Bell to stay updated with the latest content thanks for watching and we will see you in the next video Happy problem solving thank you have a nice day