A new problem manager wants a high level view of the activities in problem management. What module do you recommend?

The Problem > Overview module in ServiceNow provides a pre-configured dashboard specifically designed for the Problem Management process. This dashboard offers a comprehensive, high-level summary of key activities and metrics, such as open problems by priority and state, unassigned problems, and breached SLAs. It is the ideal starting point for a new problem manager to gain immediate insight into the health and status of the problem management lifecycle without needing to build custom reports.

A. Problem > Dashboard: The standard, out-of-the-box module is named "Overview," which then renders a dashboard. A module simply named "Dashboard" does not exist by default under the Problem application.

C. Problem > Process Health Dashboard: This is a more advanced dashboard, typically associated with Performance Analytics or Continual Improvement Management (CIM), and is not the standard high-level overview.

D. Problem > Homepage: Homepages are a legacy feature in ServiceNow. The modern and recommended module for this purpose is "Overview," which utilizes the more robust dashboarding framework.

E. ITIL Manager > Homepage: This is a generic view for multiple ITIL processes and is not specific to the needs of a problem manager, who requires a focused view of problem-related activities.

1. ServiceNow Product Documentation - Problem Management: The official documentation explicitly states that the Problem Overview dashboard is the primary tool for this purpose. "The Problem Overview dashboard displays problem management reports. To view the dashboard

navigate to Problem > Overview."

Source: ServiceNow Product Documentation

Vancouver Release

"Problem Management

" section "Problem Overview dashboard."

2. ServiceNow Now Learning - ITSM Fundamentals: The courseware for ITSM implementation and process management highlights the "Overview" modules as the standard landing pages for process owners and managers to monitor performance.

Source: ServiceNow Now Learning

Course: "ITSM Fundamentals On Demand

" Module: "Problem Management Fundamentals

" section on "Monitoring the Process."

3. ServiceNow Product Documentation - Dashboards: The documentation distinguishes between the general dashboarding functionality and the specific

pre-built process overview dashboards provided with applications like ITSM. The Problem > Overview is an example of such a pre-built dashboard.

Source: ServiceNow Product Documentation

Vancouver Release

"Dashboards

" section "Pre-configured dashboards."