[Music] hi all welcome back to technog the place where we deify the world of it and service management today we are diving into a game changer in the it is SM landscape soice Now problem management whether you are Season Pro or new to the field this episode is packed with Insight that will evaluate your understanding and application of service now so let's get started so what is problem management agement at the heart of service now is it problem management moduel but what exactly is problem management it's a strategic process focused on identifying analyzing and resolving the root cause of incident preventing future issues and minim minimizing the impact of business operations and so basically let's consider an example for an instance of if if you are working in an organization okay and if you are facing an issue with your keyboard okay so you will be you will be raising an incident and the the issue will get resolved as a part of that incident but the same problem is happening with around 10 people or 100 people okay the common problem keyboards are not working for anyone but then it will lead to a problem the problem is like a incident which is occurring on a regular basis for multiple users so why is it so important right in the fastpaced world of ID problem can escalate quickly affecting services and end user service of problem management module helps organization move from reactive 5D through proactive stance ensuring stability and high performance so without fa wasting any further Ado let's get started so as you can see on my screen this is my personal development instance and currently it's on Washington release so uh we can't there is no catalog item or there is no that service interface for problem management okay you have to go to the filter navigator to the modules in order to search the problem management or you can create a problem from incident also how let let me just show you quickly so if I go to incident and if I go to all the incident which are open I will open any random incident and from this particular incident you can create a problem so you have to just right click on the context and you can see create problem so this is how you can create or we have a problem management module so if you type problem to the filter Navigator you will get this particular problem so what all things are there in problem man model first of all let's see so it's like create new through which we can create a new module assigned to me it's pretty clear that whatever problems are assigned to me will be shown over here open unassigned Result again the status based risk accepted is like we know the problem okay there there is a expecting problem M where we know the problem but we are accepting that risk okay so it's risk accepted I if I want to give an issue around this right so for an instance in our organization of we are not allowing to use chat chity okay so but people want to use so probably they they may be raising a problem around the same inste the same that we are not able to access this particular request but we are accepting that risk okay we don't want to do it so all it will show all problem problem properties are all the properties with respect to problem management so let's jump in and create a new problem so this is how the out of the box problem man form looks this may be differ okay based on your organization the first is like first reported by so problem can be created as we have SE from inent problem anything from the task the problem can be created right if I do star star or let's take for this particular incident so the problem got created from this particular incident then I want to let's take over the same example where the keyboard is not working okay so it's a hardware component right so we will consider it a hardware and what do we have so keyboard is there okay so subcategory keyboard you can also fill Services service operating and so on configuration so on I will leave with that as is I want to make it medium I just want to increase the priority for the same So based on impact enery the priority will get calculated and you can give the problem statement that keyboard is not working so we will be looking at the process only for the problem how exactly it works as soon as you type basically it what it be showcase it will showcase all the relative knowledge articles okay with respect to that so the first and the foremost which will be like if we can resolve the problem um from the knowledge sharing itself from the knowledge base itself so I will just save it out I will just submit it out because we don't want to do the short and I will open this particular problem which is problem 002 now what happens as soon as the problem get created what you have to do first step is you can either uh discuss okay so basically what is discussion so probably for for an instance or you can follow on the if you click on follow so you'll be getting all the notification with respect to that problem okay you are getting looped in for that particular problem so if I click on follow so you can see you are not following problem you'll be notified on any comments added to this particular problem okay I will come to discuss also but before that let's move to so basically when the changes when the problem got created the next step in order to assess that particular problem is to move it to ass state right okay so once we try to assess it will ask some mandatory so for moving to assess it's important that the problem should be assigned to a proper group and proper person right so as it's a keyboard issue right I feel Hardware will be the right person or right group to act upon it and from Hardware we can consider David Lop okay now keep one thing in mind I just missed one thing out let's just jump over there so what all people have the access to create a problem right that's the first thing if I jump onto this row table so I will say underscore user underscore rooll I'll leave this out for now and if I search with starting with problem so these are the four roles okay problem admit problem manager who can also delete problem delete problems and problem task then there is problem coordinator problem manager and problem task so these are the four rules who can work on the problem okay so coming back to the problem which we were looking if I go to the same problem okay why I showing you because only those person will be added to this particular group so if I go again back to the hardware I will assign to David Loop so it doesn't mean that in that particular group in the hardware group there's only one person called David loot no that's not the thing basically now David L is the only person who is having all the access don't believe me right let's see it I will just save it out and as soon as we save as soon as we provide assignment group assign it moved to ass state right the one step is gone and let's open the verify it out and you can see in this particular group there are tons of me right there are around seven members but we were able to see only David L because he has the problem related access perfect so this thing now as soon as the task get assign what we want to do we will be creating the person who has assigned this task to right for example David L you will look into this problem and he will be confirming on the same whether he's the right person to act upon it or else he can read out read out it to the different group but for an instance Hardware is the right right group and is pointing to a right person so the D can log in and he can confirm that means he's starting work on that particular problem as soon as you click on confirm the Tas the problem will move to root cause analysis stage now on root cause analysis what we can do we can create a problem analysis and you can see there are two problem task okay problem task type root cost analysis and general so we'll be creating root cost find the root cost analysis only a root cause for this particular problem so we can give keyboard is not working just forget about the spelling mistake and we'll assign it to the same group hardware and we will go to David L okay and we will save this off as see you can as soon as the tasket ca he can simply start working on it so if you do start the task it has moved from assist to work in progress so you can now David Lewis looking into the problem and he's trying to find the root cause why the keyboards are not working so on the analysis what he came to know that on the software on the Windows software or Mac software some patch is causing this issue which is not allowing the Bluetooth driver to connect okay and that's the reason the keyboards are not wireless keyboards are not getting working okay so he will provide his root cause analysis in the work notes okay name St the Bluetooth driver okay so he has provided his analysis and he will simply complete the task on completion it ask a lot of things to him what was the cost code for it so it was a software issue to and need I will just add generate things only need software update okay I will copy the same I'll past it out but in the real case it will be different okay and it will click here will click on okay as soon as you click ask move to the close date now let's go back to the problem now from here in every any step uh we can see this particular message right of this particular button called Mark duplicate so you can mark the duplicate because if there's already a problem with the same issue the designing in the system there's no sense right in making the duplicat if you mark a duplicate this will get closed and it will get attached to the other problem then we have accept risk we want to close it out and we know this is a non this is a known problem so now we know the root cause Okay the root cause analysis is done and we came to know that there's a softw p needed so what we'll be doing the pro problem manager he will click on fix okay because now we want to fix it out and what needs to be fixed so we will provide that Bluetooth D needs to be updated okay we provide the same over here okay now you can see the fix is in progress now there is a possibility that fix needs to be done by the other team as you can see it's a software issue it's not a hardware issue so we don't want there's a security patch pring on the Bluetooth drivers so what we can do we can as a problem manager we can create a general task okay we can give it like update load to driver and now this particular task you can assign to a different group now which let's see there is some itties okay as it's a security pass think it Securities and let's see if we can find someone over yeah there a problem administrator okay so he also we can see clearly from the name itself so we can create and we can provide the details to for him that he he should work on this okay so as soon as you create we can get the knowledge basis now he will work on this and he will provide the fix again the same thing start work artwork is done he has completed and you can update the update is done that means the Bluetooth driver update is done and you can simply complete mark it complete so again on completion he has to provide the close notes what was the close notes the Bluetooth D read is come okay and the task will get okay so the fix is also closed the fix is done we can verify the fix now okay what what needs to be done also we can move it to reanalyze if after the fix also the issue is still occurring okay then you can simply click on reanalyze and it will go in again in the cycle from the start okay but for now we can consider the problem is fixed first and you can simply go to resolve right so once it's resoled we can we can do whatever is required the analysis we can wait for certain time uh in order to in order to get the things done you can also create a change out of it because one is here you can consider right the problem the the problem root cause was oftware update needs to be updated right now in in order to do that change you need to create a change right that's where you can you right click you can create emergency change for the same okay and you can simply mark it as complete at the end so this is the entire life cycle of the problem problem now once this is done okay you can see over here at the bottom we have one relatedly called communicate fixed so basically what it does as soon as the problem get complet or fixed now the next step is like to communicate to all the affected users right okay that the problem has fixed so if you click on this button what it will do it will send notification to each and every person who is associated with this problem whether it's coming from incident all the incident got clubbed in into this problem people who will be there into work notes request so on and so forth everyone will get communicated with the communication so I will just do Comm okay and it will it will send the notification to those people out okay now one thing I want to show you so I will just click on reanalyze so if you do reanalyze it will again go to root cause analyst okay and from there they can again start working on the same now one more thing now if I I go I just missed in the start right if I go to problem mod again and if I to something if we can come to me this menu what is my keyboard is by create a new problem out let me create any dummy problem I just miss to show you one thing so I will show you this and I will just give it like test sa so as soon as you move to as assis or let's not go to assis we see this button discuss right so what exactly this this is very important but I used to use it a lot so what it does it will open a sidebar for this discussion whom all you want to be a part of the discussion for this particular problem management right so for example I want Bram linol a then Lin so why it's showing like that why I added it because they don't have the access on the problem man they don't have problem rules okay so you can only add those people who have the problem Ro if I type problem so for example problem administrator or if we take David Lou because he was part of problem management right and you can like hey let's I was discuss on problem so what it will do it will it will create a channel for you to communicate with this people you can add n number of people if you do start discussion it will create a chat oh it has already added those people out okay and then you can start working on it whatever you want and you can share the inputs around the same so this is how the problem management works in service now um I hope it's clear to you thanks for watching if you found this video helpful give give us a thumbs up and don't forget to subscribe for more insights into the world of IT service management until next time keep innovating and be happy see