Problem Management

ServiceNow Interview Questions

Problem Management

1. What is Problem Management in ITSM?

Problem Management is a process in IT Service Management (ITSM) that aims to identify, analyse, and resolve the root causes of incidents to prevent their recurrence and minimize the impact of incidents that cannot be prevented.

2. What is the difference between an incident and a problem?

An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. A problem is the underlying cause of one or more incidents. Incident Management focuses on restoring service as quickly as possible, while Problem Management aims to identify and eliminate the root cause of incidents.

3. What are the main objectives of Problem Management?

The main objectives are to prevent problems and resulting incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented.

4. What is a Known Error in Problem Management?

A Known Error is a problem that has been analyzed and has a documented root cause and workaround. It is recorded in the Known Error Database (KEDB) to help in quicker resolution of incidents.

5. What is the role of a Problem Manager?

A Problem Manager is responsible for managing the lifecycle of problems, including identifying, analysing, and resolving problems. They ensure that problems are properly documented, root causes are identified, and permanent solutions are implemented.

6. Describe the steps involved in the Problem Management process.

The steps include:

Problem Detection: Identifying problems through trend analysis or incident patterns.

Problem Logging: Recording the problem details.

Problem Categorization and Prioritization: Classifying and prioritizing the problem based on its impact and urgency.

Problem Investigation and Diagnosis: Analysing the problem to identify the root cause.

Workaround and Resolution: Implementing a temporary workaround or permanent solution.

Problem Closure: Closing the problem after verifying the resolution.

Major Problem Review: Conducting a review for significant problems to identify lessons learned.

7. What techniques can be used for root cause analysis in Problem Management?

Techniques include the Five Whys, Fishbone Diagram (Ishikawa), Fault Tree Analysis, and Pareto Analysis. These methods help in systematically identifying the underlying causes of problems.

8. How do you prioritize problems that need to be addressed?

Problems are prioritized based on their impact and urgency. Impact refers to the effect on business operations, while urgency indicates how quickly the problem needs to be resolved. A priority matrix is often used to determine the priority level by combining these two factors.

9. What is a workaround, and how is it used in Problem Management?

A workaround is a temporary solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Workarounds are documented in the Known Error Database (KEDB) and used to quickly restore service while a permanent solution is being developed.

10. How do you measure the effectiveness of Problem Management?

Effectiveness can be measured using metrics such as the number of problems identified and resolved, the reduction in the number of incidents, the time taken to resolve problems, and the impact of problems on service availability. Regular reviews and audits can also help assess the effectiveness of Problem Management processes.