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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.

For this reason, I have decided to handle such topics in individual community articles like this one instead.

What is Problem Management?

ServiceNow Problem Management makes it possible to identify the root cause of an issue that is affecting your services and can help you prevent issues from happening in the first place. With a structured workflow for diagnosing root causes and fixing problems, ServiceNow empowers you to eliminate recurring incidents and minimize the impact of unexpected disruptions. Allow problem managers to easily document workarounds and solutions, so IT teams can focus and get more done. With a consolidated view of the incidents and related changes, IT can deliver faster responses and solutions.

Product Information

Entry point to the official product information pages

Product Documentation

Entry point to the official product documentation

Data Sheet

Summarized overview in one PDF file

Process Guide

Provides detailed guidance on the way that ServiceNow intends the process to-be, for Problem Management.

ITSM Process Diagrams

Product process diagrams in Visio format for Incident Management Problem Management Change Management Service Catalog & Request

What is Problem Management?

Detailed explanation

Trainings &

Courses

Problem Management on the Now Platform

This path is targeted to the process user. Complete this series of courses to learn how to use the Now Platform to create, assess, analyze, resolve, and close problem records. This course demonstrates process user procedures performed on an out-of-the-box configuration of the Now Platform.

Problem Management: Next Experience

See and practice how to use an out-of-the-box ServiceNow platform configuration to perform problem management activities. Includes interactive practice activities you perform on a simulated platform, screen by screen. Covers problem record creation and assessment, root cause analysis, the change or workaround process, and resolution and closure of the problem record.

Articles & Blog Posts

2022-07-15 by @Juan Osorio

Take Problem Mgmt to the next level

This gives an overview of how you can take Problem Mgmt to the next level by handing off to the Continual Improvement Process in ServiceNow.

2022-11-15 by @Chris Shakespea

Problem Management and 10 steps to making it successful

Videos &

Podcasts

2019-07-06 by SAASWITHSERVICENOW

What is Problem Management in ServiceNow | A Complete Tutorial for Admins and IT Users

This video introduces you to the complete understanding of Problem Application in ServiceNow and working on Problem application as an Admin and ITIL User. ITIL users will learn how Problem management process works in ServiceNow and how to do reporting in Problem on different fields. Admins will learn how to configure and administer Problem application

2020-03-11 by ServiceNow Community

ITSM Problem Management demo - Orlando Release

2023-06-20 by TechnoMonk

Unleashing the Power of ServiceNow Problem Management: Resolving Root Causes for Good

Problem Management is a crucial aspect of IT Service Management (ITSM) that focuses on identifying and resolving the root causes of recurring incidents to prevent future occurrences. In this video, we will delve into the key concepts, process, benefits, and best practices of Problem Management, along with the tools and automation available, particularly in the context of the popular ITSM platform, ServiceNow.

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