A knowledge base article about Problem Management Process Documentation provided by the UC Berkeley IT Service Hub - Knowledge Portal
Any ServiceNow user with the role of ITIL has the ability to use Problem Management. This Problem Management Process Documentation - Vancouver Release, as written by ServiceNow and provides detailed information on how the module is designed to work.
Anyone with the ITIL role can initiate a Problem ticket but it is important that the problem coordinator is aware of the roles and responsibilities needed to resolve and communicate this problem effectively.
If anyone needs the role of problem coordinator or problem analyst, please submit an email to servicenow-support@berkeley.edu
Should you have any further questions about this process, please reach out to Lisa Hisson via the ServiceNow team email: servicenow-support@berkeley.edu