Components installed with Customer Service Problem Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components installed with Customer Service Problem Management

    Activating the Customer Service Problem Management application in ServiceNow installs various components critical for managing service tests and problem resolution. These components include specialized tables and user roles designed to support the configuration, execution, and tracking of service tests and related problem management activities.

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    Roles

    The application introduces several roles to control access and permissions related to service test definitions and test runs. These roles help you manage who can create, view, update, or delete service tests and their related entities, ensuring appropriate governance and workflow control. Key roles include:

    • Test Definition Manager: Full setup and update privileges for service test definitions and viewing the product catalog.
    • Test Definition Viewer/Writer/Creator/Delete: Granular permissions for reading, writing, creating, or deleting test definitions, often with inherited viewing rights.
    • Test Run Manager/Viewer/Writer/Creator/Delete: Similar granular permissions for managing actual test runs and their results.
    • Test Integrator: Broad permissions to create and update both test definitions and test runs along with their related entities.

    Tables

    The application adds multiple tables that model the structure and data needed to define, execute, and analyze service tests and problem cases:

    • Service Test Definition: Holds configurations and parameters for running specific service tests.
    • Test Definition Characteristics and Measure Definition: Define attributes and measurable aspects of tests, such as connectivity status or packet loss.
    • Threshold Rule and Measure Consequences: Define conditions for triggering actions or notifications when certain thresholds are exceeded or restored.
    • Test Definition Relationship: Represents hierarchical and dependency relationships between test definitions and product specifications.
    • Test Run and Related Tables: Capture actual test execution data, measure values, and any rule violations.
    • Diagnostic and Resolution Tasks: Extend task functionality to enable agents to trigger tests and manage resolution workflows based on test outcomes.
    • Service Problem Case: Extends case management with a new case type specific to service problems.

    Practical Impact for ServiceNow Customers

    By installing Customer Service Problem Management, you gain a robust framework to define detailed service tests, monitor their execution, and automate responses to test failures or threshold breaches. The dedicated roles allow you to tailor access to these features securely, while the comprehensive table structure supports in-depth tracking and resolution of service problems. This setup enables proactive problem management and improved service quality through systematic testing and remediation workflows.

    Several types of components are installed with activation of the Customer Service Problem Management application, including tables, user roles, and business rules.

    Roles

    Customer Service Problem Management adds the following roles:

    Table 1. Roles installed with Customer Service Problem Management
    Role Description
    Test Definition Manager

    [sn_st_mgmt.test_def_manager]

    		 Enables you to set up, create, and update service test definitions and all their related child entities. Additionally, this role includes the ability to view the product catalog.
    Test Definition Viewer

    [sn_st_mgmt.test_def_viewer]

    		 Enables you to read the service test definition and all its related child entities.
    Test Definition Writer

    [sn_st_mgmt.test_def_writer]

    		 Enables you to write the service test definition and all its related child entities. Additionally, this role includes the test definition viewer role.
    Test Definition Creator

    [sn_st_mgmt.test_def_creator]

    		 Enables you to create the service test definition and all its related child entities. Additionally, this role includes the test definition viewer role.
    Test Definition Delete

    [sn_st_mgmt.test_def_delete]

    		 Enables you to delete the service test definition and all its related child entities.
    Test Run Manager

    [sn_st_mgmt.test_manager]

    		 Enables you to trigger or update Service test results and all its related child entities. Additionally, this role includes the product inventory viewer role.
    Test Run Viewer

    [sn_st_mgmt.test_viewer]

    		 Enables you to read the service test and all its related child entities.
    Test Run Writer

    [sn_st_mgmt.test_writer]

    		 Enables you to write the service test and all its related child entities. Additionally, this role includes the test viewer role.
    Test Run Creator

    [sn_st_mgmt.test_creator]

    		 Enables you to create the service test and all its related child entities. Additionally, this role includes the test viewer role.
    Test Run Delete

    [sn_st_mgmt.test_delete]

    		 Enables you to delete the service test and all its related child entities.
    Test Integrator

    [sn_sprb_mgmt.test_integrator]

    		 Enables you to create and update the service test definitions, service tests, and all their related child entities.

    Tables

    Customer Service Problem Management adds the following tables.
    Table 2. Tables installed with Customer Service Problem Management
    Table Description
    Service Test Definition Description of the service test in terms of parameters to be configured and measures to be taken.

    Test definitions are configurations that are required to run a particular test against the service being impacted.
    Test Definition Characteristics Properties or attributes that are needed to be configured or placed before running the test.
    Test Measure Definition Definition a measure of a specific aspect of a product, service, or resource test, such as lost packets or connectivity status.
    Threshold Rule Rule that defines the condition (raise or clear) to achieve to apply consequences when a threshold is crossed or ceased to be crossed.
    Measure Consequences Action to take when a Threshold Rule is crossed. The action can be a prescribed action or notification.
    Test Definition Relationship Test definitions hierarchy. The relationship can be a substitution, dependency, or exclusivity relationship between test specifications.
    Specification to Test Definition Relationship. Test Definition relationship with Specification (Product / Service / Resource) or Product Model.
    Test Run Test run with actual test measure values and rule violations.
    Test Characteristic Description of a characteristic of Service Test through a name-value pair.
    Test Measure Measure of a specific aspect of a product, service, or resource test, such as lost packets or connectivity status.
    Threshold Rule Violation Violation of a rule that defines the Threshold Rule Definition.
    Applied Consequence The action to take when a Threshold Rule Violation occurs. The action can be a prescribed action or notification.
    Diagnostic Task Task extension. Task for an agent to trigger tests on services.
    Resolution Task Task extension. Task for an agent for repair and resolution based on test failures.
    Service Problem Case Case extension and a new case type.