Problem Management · Topic 1 of 2
Problem Management Architecture and Scoping
CIS-ITSM Problem Management architecture and scoping: problem and problem task tables, roles, links to incident and change, and how to scope it.
- 5 min
- The problem table extends task; problem tasks live on problem_task.
- One incident points to one problem; one problem can link many incidents.
- problem_coordinator drives the problem lifecycle; problem_task_analyst works tasks; problem_admin configures and deletes.
What it is
A problem is the unknown underlying cause of one or more incidents. Problem Management investigates that cause, shares a workaround while it does, and drives a permanent fix so the incidents stop.
In ServiceNow a problem is a record on the Problem table, problem, which extends task like incident and change. Pieces of analysis are handed out as problem tasks on the problem_task table.
How it works
Tables and key fields
| Field on problem | What it records |
|---|---|
| Problem statement | What the problem is; refine it when the problem was created from a vague incident |
| First reported by | The task, usually an incident, that first raised it |
| Configuration item and Service | What is affected, from the CMDB |
| Impact, Urgency, Priority | Business effect, set the same way as on incident |
| Workaround | How to restore service until the cause is fixed |
| Cause notes | The root cause once it is known |
| Fix notes | What the permanent fix is |
| Known error | Marks the problem as a known error with a documented workaround |
Like incident, the problem inherits assignment, work notes, approvals and SLA support from task.
Roles
| Role | What it allows |
|---|---|
| itil | Create a problem, for example from an incident |
| problem_task_analyst | Work a problem task and manage it through its lifecycle |
| problem_coordinator | Work a problem and its tasks and move the problem through its lifecycle |
| problem_admin | Own the overall process, configure Problem Management settings, act as a coordinator and delete problems |
The exam likes the split between the coordinator, who drives the problem, and the analyst, who works one task.
Links to other processes
An incident references one problem through its Problem field, and the problem lists every linked incident in its Incidents related list. A problem can be created directly from an incident, which fills First reported by and copies key fields.
The permanent fix is usually a change request raised from the problem, because fixing the cause often means changing a CI. When the problem is a known error, a known error article in knowledge documents the root cause and workaround, so agents can deflect new incidents.
The CI on the problem matters for trend analysis. Reports on incidents grouped by CI, service or category are a main source of proactive problems.
Scoping and requirements
Scoping agrees how the customer will run the process before anything is configured.
| Decision | Typical choice |
|---|---|
| What triggers a problem | Major incidents, repeat incidents on one CI or service, trend reports, vendor alerts |
| Reactive or proactive | Start reactive from incidents; add proactive trend review once data is clean |
| Who coordinates | A problem coordinator group, often per service or technology |
| How analysis is shared | Root Cause Analysis problem tasks assigned to expert groups |
| How workarounds reach agents | Communicate the workaround to linked incidents and publish known error articles |
| How the fix is made | A change request linked to the problem |
| When to accept risk | Agreed criteria, reviewed regularly, for problems not worth fixing now |
Good incident data is a prerequisite. If incidents have no CI, vague categories and empty resolution notes, problem trends cannot be found.
Interfaces
Problem coordinators and analysts work problems in Service Operations Workspace, which shows the problem, its tasks, incidents and changes together. The classic platform form shows the same record.
How the exam asks about this
- "A network engineer must investigate part of a root cause without managing the whole problem." Assign them a Root Cause Analysis problem task; they need problem_task_analyst.
- "The process owner must change Problem Management settings and delete invalid problems." Give them problem_admin.
- "Agents keep getting the same incident and need a documented workaround." Mark the problem as a known error and publish a known error article.
What to remember for the exam
- The problem table extends task; problem tasks live on problem_task.
- One incident points to one problem; one problem can link many incidents.
- problem_coordinator drives the problem lifecycle; problem_task_analyst works tasks; problem_admin configures and deletes.
- Workaround, Cause notes and Fix notes are separate fields with separate jobs.
- The permanent fix is normally a change request linked to the problem.
- Known error articles carry the root cause and workaround to agents through knowledge.
A problem is not a bigger incident. Its goal is the cause and the permanent fix, while restoring service for each user stays with Incident Management.
Common mistakes
Closing incidents only when the problem closes. Incidents are resolved once service is restored, often with the workaround. The problem stays open until the cause is fixed.
Skipping the Problem statement. A problem created from an incident inherits a short, user worded description. Rewrite it so the analysis team knows what they are solving.
Giving everyone problem_admin. Coordinators and analysts have their own roles. Admin rights are for the process owner who configures the application.
Check yourself
What is the difference between the Workaround and Fix notes fields?
Workaround describes how to restore service until the cause is fixed. Fix notes describe the permanent fix for the root cause.
Which role lets someone work a single problem task without driving the whole problem?
problem_task_analyst. The problem_coordinator role manages the problem itself.
How does a known error help the service desk?
Its known error article documents the root cause and workaround, so agents can handle new incidents quickly.
Topic 1 of 2 in Problem Management
Test yourself on Problem Management
The full ServiceNow CIS-ITSM question bank has 598 questions, with timed practice exams and an explanation for every answer.
This study guide is independent and is not affiliated with, endorsed by, or sponsored by ServiceNow. Vendor names, certification names and exam codes are trademarks of their respective owners and are used for identification only.