Problem Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Problem Management.

CSDM tables used by Problem Management

  1. Mapped Application Service table [cmdb_ci_service_discovered]: Discovered Application Service or any infrastructure CI
  2. Configuration Item tables [cmdb_ci*]
  3. Business Service [cmdb_ci_service_business] table and Technology management service [cmdb_ci_service_technical] table (formerly Technical service — renamed in CSDM v5): Use the service classification attribute to identify business services and technology management services.
  4. Service Offering table [service_offering]: Used as a choice list attribute to filter types of service offerings like business service, technical service offering, and service instance.

CSDM tables used by Problem Management.

Products that add value to Problem Management

When you use Problem Management with one of the following ServiceNow products, you increase the value you get from Problem Management.
  • Discovery provides details about the hardware and software CIs you are using.
  • Service Portfolio Management provides life-cycle information for a service.
  • Asset Management provides the related product model. Software Asset Management (SAM Foundation ) and Hardware Asset Management (HAM) provide life-cycle data for Technology Portfolio Management.
  • Security Management provides initial information to containment, eradication, and recovery of security related problems.
  • Risk Management provides IT risk and financial risk information.

Products that benefit from APM

  • IT Service Management (ITSM): Services have the context of the business and applications, along with the information and technologies layered beneath them.
  • Information Technology Operations Management (ITOM): Understands the business context for the service instances along with the hardware and software being managed.
  • Governance, Risk, and Compliance (GRC): Auditors can leverage the business applications and related Information Objects. This helps auditors understand the design-time data sensitivity for scoping audits, measuring risks, and managing audit activities.
  • Asset Management: Manages the software and hardware life cycles for business applications and business services.