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...

1. Open any browser standard browser.
2. Type the Service-Now instance web address (http://{instance_name}.service-now.com) provided by your organization in the address bar, now enter your credentials in respective fields and press enter button.
3. To search the problem application you need to type Problem  and Service-Now will search out Problem Application...