What is Problem in ServiceNow?
A problem is the underlying cause of one or more incidents. Problem management investigates that cause and removes it, so the same incidents stop happening.
Why problem management matters
Incident management restores service; problem management makes sure you don’t have to restore it again next week. Teams that skip problem management often see the same incidents repeat, with agents applying the same workaround dozens of times.
The problem lifecycle
Problems live in the problem table and follow a lifecycle of New, Assess, Root Cause Analysis, Fix in Progress, Resolved and Closed. During assessment the problem is prioritized and assigned. During root cause analysis the team investigates using techniques like the five whys or fishbone diagrams. Once the cause is found, a fix is usually delivered through a change request.
Known errors and workarounds
When the root cause is known but a permanent fix isn’t yet available, the problem can be marked as a known error with a documented workaround. ServiceNow can publish that workaround as a knowledge article, so service desk agents and users can apply it immediately instead of escalating.
Reactive and proactive problem management
Reactive problem management starts after incidents happen, often after a major incident. Proactive problem management looks at trends, such as the same CI appearing in many incidents, to find problems before users notice them. Reports, Performance Analytics and Predictive Intelligence’s similarity features help identify these patterns.
Best practices
Link every related incident to the problem so you can measure its impact. Close problems only when the fix is verified, not when the change is implemented. Review open known errors regularly so workarounds don’t become permanent by accident.
Frequently asked questions
What is the difference between an incident and a problem?
An incident is a single disruption that needs to be fixed now. A problem is the cause behind one or more incidents that needs to be understood and removed.
Does every incident need a problem?
No. Problems are worth raising for recurring incidents, major incidents, or issues with significant business impact.
How does a problem get fixed?
Usually through a change request, which implements the permanent fix in a controlled way.
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ServiceNow is a trademark of ServiceNow, Inc. This glossary is an independent resource by Sequal Consultancy and is not affiliated with or endorsed by ServiceNow, Inc.