issue-troubleshooting

2 © 2021 ServiceNow , Inc. All Rights Reserved. Related resources • Best Practice resources – ServiceNow instance performance administration • Fine-tune your ServiceNow platform with regular performance administration • Knowledge Base – Implementing a maintenance plan • Knowledge Base – NowSupport Performance Why and how do I create standard troubleshooting processes? You should have a standard troubleshooting process for your most common issues to improve users’ service desk experience. Sta rt by identifying your most common calls. You can do this by running reports to determine your top five cases/incidents based on key words (e.g., slowness, unable to log in, access denied). Your process should include the questions you need to ask, decision trees, and escalation paths to guide the service desk or support engineers during issue investigation. This will also help if you need to log a case with Now Support because you will already have the appropriate information. What does a troubleshooting process look like? Below is an example troubleshooting process. Each step shows a sample scenario where a caller has complained of slow response time and how it might be handled. Develop a solution. The service desk found that a scheduled job to send emails is taking up most system resources. The team decides to cancel the job and schedule it to run during off hours . may be a Test the theory. The service desk contacts the network team to see if there are any errors at that location. Refine and retest your theory. The network team confirms there is no issue with the network at that location. Next, the service desk asks an admin to look for a slow- running job. Other locations are offline, so they haven’t reported slowness yet. Document the solution. The service desk creates a knowledge base article to document the solution or documents a known error with the current workaround until there is a permanent solution. Develop a theory. Since other users at that location are affected, there could be a network issue with that location. Review all the gathered information. A caller has reported that ServiceNow is slow. The service desk technician completed the intake questionnaire. 3 2 5 6 4 1 How do I troubleshoot ServiceNow issues? (Continued)