Incident vs Problem Management – ServiceNow

Hello ServiceNow Geeks,

In this article, we will cover minute differences between incident and problem management in IT Service Management.

 Incident ManagementProblem Management
1.SLA is presentNo SLA is present in problem record
2.Owner of incident is Service deskOwner of problem record is Problem Manager
3.Workaround and restoration is performedRoot cause analysis is performed and permanent solution is provided
4.It is task oriented and is normally resolved by efforts of resolution owner, which is service desk agent.Problem is resolved by Problem Investigation Team.

Let us know dig more into the incident and major incident. Both of them play a vital role in IT service management. As we already mentioned, Incident is handled by Service desk agent which has ITIL role and so auto-closure is applicable in this kind of record. However, major incident which is parent of all the incident records submitted is taken care of Major incident manager. Thus, Auto-closure is not applicable for major incident record.

When does an incident become a problem?

As soon as workaround is provided to child incidents of major incident, a problem is record is logged in for root-cause analysis of the disruption of services and thus, lead to a permanent solution in place.

One question might be coming in your mind right now, what is change record. We have discussed incident, major incident and problem but we haven’t discussed change management in IT service management.

When does an incident become a problem?

Well, Change is handled just after problem record provides root cause analysis. Change record is created for releasing the permanent solution provided through RCA analysis in problem record.

Once problem manager is ready with the permanent solution, a change is requested basis on the urgency and impact of the issue. That is why change request has been classified in three categories-

  1. Standard change – It is a very common deployment or release procedure and thus, it doesn’t require CAB approval.
  2. Normal change – It is not a common or standard deployment procedure and thus it requires CAB approval (Change-advisory board)
  3. Emergency change – It is a kind of hotfix release and thus, it requires ECAB approval (Emergency change-advisory board)

Please do give your inputs if I missed something. Do share views by commenting and sharing this posts to all ServiceNow geeks out there, who are interested in this kind of discussion.

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