Service Now –

Problem Ticket Quality Criteria

SMC Problem Management

Mar 30 2018

© Atos - For internal use

Introduction

In this slide deck we will explain the problem ticket quality requirements for the most important fields in the
Service Now problem record.

During Internal Continuous Control Assurance (CCA) sample quality checks of problem records and related
evidence are done based on ITCF 8.0 - Integrated IT Control Framework (see next slide).

Regular sample quality checks of problem records will also be done:

▶ Per GBU / GDC: by RGPO PRB or RGPO PRB representative
▶ By Global: GPO / GPE / Global OPS Manager Problem Management.

Please check the following documentation:

▶ The Service Now Operation Manual describes how to use Service Now for the defined process steps in ASMM Problem
Management. Service Now PRB Training Material and Use Cases are available in the Service Now PRB Folder.

▶ The Service Now Manual is underpinning to the ASMM Problem Management Procedure.

▶ HOW TO Use KIWI Problem Detail Report (ATF1 and ATF2) - KIWI Report to support quality reviews.
 

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ITCF PM-01 Problem management ITCF

Internal CCA audit checks

Inspect the problem documentation for a non-statistical selection of problems closed during the review period
to determine that the problem records were closed according to ASMM procedure and included the following
information:
– Priority                   
– Root cause                             
– Action taken                           
– Action assignee     
– Action due date
– Evidence of problem resolution and closure (action tracking)

See “PM-01 Local” in ASMM Problem Management Policy - Appendix A – I.T. Control Framework Matrix

In the next slides we will explain the requirements for the most important fields in the Service Now problem
records.

For ISO20000 requirements: see ISO20000 PRB Requirements and Mapping to ASMM PRB

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Problem Lifecycle in Service Now
States used
Mapping to Status Remarks
ASMM PRB

PRO2 New New problem created, waiting for validation and assignment
• When creating problem record: define priority, problem trigger, short description and description
• Include the problem coordinator group (in Service Now = “Reviewer Group”)

PRO3 Investigation & Problem assigned to technical team (in Service Now = “Assignment Group”) leading root cause analysis and
Diagnosis problem resolution
• Define investigation related problem tasks to track additional investigation actions if applicable

As result of Root Cause Investigation update the following fields before moving to PRB Resolution state:
• Root Cause Description; Root Cause Code; Root Cause Originator; Causing CI and add link to RCA
document when appropriate
• Define problem resolution related problem tasks to track problem defined and planned resolution actions

PRO4 PRB Resolution Track planned problem resolution related problem tasks

On-Hold Less relevant for problem management

not impacting problem targets (as defined in section 4.3.11 - ASMM PRB Process)

PRO4 Resolved All problem resolution related problem tasks completed with closure evidence:
• Update Resolution Information field in problem record with key actions implemented to eliminate root cause
and contributory factors

PRO5 Closed Problem closed after problem closure review (final problem ticket quality check)
• Closure Code; RCA Quality

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Priority
Required when creating problem record

Priority is calculated in Service Now based on impact and urgency, these fields are mandatory when creating a
Service Now problem record.
 
See ASMM Problem Management Process - Section 4.3.7 Prioritization Rules

Reactive Problem Record priority is normally inherited from the triggering incident.
▶ Associated incidents to be linked to the Problem record and an ongoing exercise to continue to link the incidents.
▶ In some cases where the live environment has been safeguarded by the implementation of a solid workaround, the Problem
Record priority may be lowered accordingly. The reason of this exception has to be documented in the description field in the
Service Now problem record.
 
Proactive Problem Record priority – Guideline: use the priority of > 80% of incidents in scope of incident trend
analysis, normally P3.
▶ When >10% of incidents in scope of the incident trend analysis are priority 1, use this priority when creating a proactive problem
record. Same for priority 2, when >10% of incidents are priority 2 (and <10% are priority 1)
▶ For proactive problems it is not required to include all incident numbers in scope of incident trend analysis in Service Now
problem record. Reference to the results of incident trend analysis in problem record is required.

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Problem Trigger
Required when creating problem record

This field is mandatory when creating an Service Now problem record

▶ Proactive Problems: “Trend” or “Change”(= Issues detected during change implementation)
▶ Reactive Problems: “MI/P1”, “Incident”, “Event”, “Security”, “3rd Party”, “Customer”, “Other”.
 
Problem Trigger “Other” only to be used as an exception.

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Short Description and Description
Required when creating problem record

Short Description
▶ Problem Statement (Object and Defect with optional Modifiers)

Don’t copy paste and don’t include problem statement, root cause description and problem resolution in (long)
description.
• Problem Statement in Short Description when creating problem record.
• Root Cause Description (Key Causes) and Workaround in separate fields at end of Investigation & Diagnosis state.

Note: You can add a summary of the planned problem resolution actions in this description field at end of Investigation &
Diagnosis state. Before closing problem record update Resolution information with implemented resolution.

Description
▶ Reactive problem: Additional information received from incident management during handover
– Default from incident description when problem created from incident
– To be updated by problem management when description is not specific enough

▶ Proactive Problem: Summary of Incident Trend Analysis (see Proactive RCA Triggers)

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Root Cause
Field to update as result of Root Cause Investigation
See ASMM Problem Management Process: Section 4.3.8 Root Cause Analysis

Fields to update as result of Root Cause Investigation before moving to PRB State:
▶ Initiating Cause: Initiating Cause and Sub Cause Code based on MSF-ASM-W004 Cause Codes for Problem Management
– Check if Cause (sub) Code used is consistent with root cause description (= initiating cause description field)
– Optional: Contributory Causes (/Factors) and Contributory Cause / Sub Cause Codes

▶ Initiating Cause Description: Summary of Key Findings (causes) – Include link to RCA document when appropriate (external attachment)

▶ Problem Tags

▶ RCA Tower Owner: Tower (e.g. AHS; Cloud; NDCS; WSDS; SMC; Customer / Customer 3rd Party)

▶ Cause Originator: Atos; Customer; 3rdP Atos; 3rdP Customer

▶ Causing CI: select the Configuration Item from Service Now that caused the incident/problem

▶ Change related - include change relation in Description field (enhancement request raised for Service Now update ENHC0018643) :
– Reference to change number in case incident was related to or caused by a change; also document unauthorized change when applicable.

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Problem Resolution and Action Tracking
Problem Tasks with activity type “Problem Resolution”

Problem Resolution actions have to be tracked via the problem tasks associated with the Service Now problem
record.  
▶ Problem Tasks are explained in the Service Now PRB Training Material and Use Cases.

The following fields are mandatory per problem task:

Requirements per field are explained in HOW TO - Define Plan and Track SMART RCA Actions:

▶ Action Statement: Produce effect by taking actions (activity driven – use verb)

▶ Action Deliverable: As acceptance criteria for closing the action (result and evidence driven – use noun).

▶ Assignment Group: Name of responsible Organization/Team. Recommended is to include a person to contact in case of
questions. Target Date has to be agreed with the Action Owner before RCA release.

▶ Due Date: When defining a target date check the dependencies (from Own Team, Other Teams, Customer, Supplier, etc.) and
constraints  (e.g. Resource Availability, Technology, Change Freeze, Transformation Project).
 

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Problem Resolution and Action Tracking
Closure of Problem Tasks

When closing the problem task it is mandatory to update:

▶ Action closure evidence: e.g. Documented evidence of successful upgrade MySQL to version 5.6 available and reference available
in attachment tab of problem record, upgrade was implemented via change C123456

▶ Action closure date: Actual Date of Completion. Action can only be completed when evidence of action closure is documented.

All problem tasks have to be closed before moving a problem record to the state Resolved.

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Problem Closure and Closure
Fields to update before closing problem
See ASMM Problem Management Process: Section 4.3.16 – 4.3.18

Fields to update as result of Problem Resolution:

▶ Resolution Information: Summary of implemented problem resolution to solve the initiating cause.

▶ State: change to Closed

▶ Closure Code
– RCA Inconclusive: Please check before closing the problem that the sub cause “Research / Analysis Inconclusive” is used and cause code is
in sync with the RCA document if available.
– Known Error – Problem Solution not implemented
– Solution Implemented

▶ RCA Quality: Good, Average, Poor

 
Note: For MI Confirmed RCAs - in scope of IDM-  update section 8 Problem Closure in “MSF-ASM-W001 RCA Template”.
Link to RCA document has to be available in the Service Now problem record.
See also HOW TO - Update MI RCA Documents and RCA DDT including Problem Closure.

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Thanks
For more information please contact:
GPO PRB - Rudi Lampe
Global OPS PRB - Dominika Gorecka
UKI PRB - Laura Catherall-Jones

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