(Day 18)Incident ServiceNow | Problem ServiceNow | Change ServiceNow | Life Cycle

Introduction

In this YouTube video, Ravi discusses the concepts of Incident, Problem, and Change and their life cycles in ServiceNow. He provides a detailed explanation of what incidents are and how they can be categorized and assigned to dedicated teams for resolution. He demonstrates the incident life cycle using the ServiceNow platform, showing how incidents are created, categorized, assigned, and resolved.

Next, Ravi explains the concept of problems that arise when incidents occur repeatedly or multiple incidents are reported for the same issue. He shows how problems are assessed, root causes are analyzed, and fixes are implemented to solve the underlying issues. The problem life cycle is also demonstrated on the ServiceNow platform.

Lastly, Ravi discusses change management, which involves making modifications or fixes to existing systems or processes. He explains the three types of changes: standard change, normal change, and emergency change. Ravi shows how emergency changes require immediate resolution with only one level of approval, while normal changes require two levels of approval. He demonstrates how to create a change request from an incident and outlines the phases of change management: assessment, authorization, scheduling, implementation, and review.

Keywords: incident, problem, change, life cycle, categorization, assignment, resolution, root cause analysis, standard change, normal change, emergency change, approval, assessment, authorization, scheduling, implementation, review.

FAQ:

1. What is the difference between incident, problem, and change in ServiceNow?
   • Incidents are specific issues or interruptions in service that users report, problems occur when incidents are repetitive or multiple incidents are related, and changes involve modifications or fixes to systems or processes.
2. How are incidents categorized and assigned in ServiceNow?
   • Incidents can be categorized based on their nature (e.g., network, software, hardware) and assigned to specific teams or groups responsible for resolving them.
3. What is the life cycle of an incident in ServiceNow?
   • The incident life cycle involves the creation, categorization, assignment, resolution, and closure of incidents. The status of an incident progresses from new to in progress, on hold, resolved, and closed.
4. How are problems managed in ServiceNow?
   • Problems are assessed, root causes are analyzed, fixes are implemented, and resolutions are provided to address the underlying issues causing incidents.
5. What is the change management process in ServiceNow?
   • Change management involves assessing, authorizing, scheduling, implementing, and reviewing modifications or fixes to existing systems or processes. Different types of changes require varying levels of approval before implementation.