ITIL Who Creates A Problem Ticket in ServiceNow?

by Avinash V

A problem ticket in ServiceNow is directly related to the process of creating a problem record within the ITIL framework. Creating a problem ticket within the ITIL framework is a critical step in effective problem management, which aims to identify and address the underlying causes of recurring incidents and disruptions. The process of initiating a problem ticket involves collaboration among stakeholders who play distinct roles in identifying, analyzing, and resolving complex issues within an organization's IT environment.

ITIL Who Creates A Problem Ticket

Problem Manager

A problem record includes symptoms, the investigation process, identifying root causes, and the resolution steps of the problem. An error article is linked to problem records to assist in the resolution process and to share knowledge about recurring issues. The primary responsibility for creating a problem ticket typically lies with the designated Problem Manager or the Problem Management team. The Problem Manager oversees the problem management process and is the central point of contact for all problem-related activities. When a problem is identified, the Problem Manager is responsible for the following:

  • Incident Trend Analysis: Analyzing incident data to identify patterns, recurring incidents, or significant disruptions that may indicate a larger underlying issue.
  • Problem Identification: Recognizing situations where the incidents' root causes must be investigated further to prevent their recurrence.
  • Problem Ticket Creation: If the incident is recurring or has a deeper underlying cause, it may be linked to creating a problem ticket. Initiating a problem ticket in the organization's IT service management system to document and track the investigation and resolution process formally.
  • Collaboration: Engaging with relevant technical teams, subject matter experts, and other stakeholders to comprehensively understand the problem's scope and impact.
  • Problem tasks: Problem tasks are specific actions or steps that are part of the overall process of investigating and resolving a problem. These tasks are associated with the problem record and help organize and track the activities performed to address the problem.
  • Closing The Problem: Closing the problem involves resolving the underlying issue, documenting the solution, and closing the problem record. This action signifies that the problem has been addressed, and measures have been taken to prevent its recurrence.

Technical Teams

While the Problem Manager is responsible for initiating the problem ticket, technical teams within the organization play a crucial role in the problem management process. These teams are responsible for:

  • Root Cause Analysis: Investigating the underlying causes of the problem, which may involve in-depth analysis of systems, applications, infrastructure, and configurations.
  • Life Cycle Of A Problem: The life cycle of a problem refers to the stages it goes through, from identification to resolution and closure. The life cycle includes activities such as problem detection, investigation, diagnosis, resolution, and verification. Each stage is tracked and managed within ServiceNow.
  • Providing Solutions: Identifying and implementing solutions or workarounds to address the root causes and prevent incidents from recurring.
  • Knowledge Base: The knowledge base is a central repository for storing and sharing knowledge articles. In the context of problem management, the knowledge base can house articles related to known errors, solutions, and best practices that are linked to problem records.
  • Documentation: Document the findings of the root cause analysis, the actions taken, and any preventive measures implemented to ensure knowledge is captured for future reference.

Service Desk and Incident Management

The service desk and incident management teams contribute to the problem ticket creation process by:

  • Incident Reporting: Flagging incidents that show patterns or recurring issues that may warrant deeper investigation as potential problems.
  • Escalation: Escalating incidents to the Problem Manager when it becomes evident that the underlying cause requires a more extensive analysis and resolution.
  • Activity Log: The activity log is a record of all activities and changes related to a particular record, including problem records. It provides a historical view of actions taken, updates made, and interactions related to the problem.

End Users And Customers

Sometimes, end users and customers can also play a role in problem ticket creation. When users experience recurring issues or disruptions that impact their productivity, they can report these incidents to the service desk. The service desk, in turn, may recognize the need for a problem investigation and initiate the creation of a problem ticket.

In conclusion, creating a problem ticket in the ITIL framework is typically the responsibility of the Problem Manager or Problem Management team. This initiates a systematic process of identifying, analyzing, and resolving underlying causes of recurring incidents. Collaboration among the Problem Manager, technical teams, service desk, and end users ensures a comprehensive and practical approach to problem management, ultimately leading to improved IT service quality and reduced disruptions.