Problem Management: investigate and prevent

Objectives and progression

A six-module technical course with fictional production-support situations. Learn to prioritize exposure, test hypotheses, manage workarounds and knowledge, distinguish correction from accepted risk, and validate improvement with comparable indicators. Includes configuration-scoped ServiceNow Brazil examples, primary references, and an internal assessment of 24 decisions in 60 minutes.

Audience: APS L2/L3, infrastructure, SRE, systems administration teams, and technical managers.

Prerequisites: Application, monitoring, and production-support fundamentals; no bank-specific internal process assumed.

300 estimated study minutes

• Define the problem through impact and evidence and assign investigation ownership.
• Compare hypotheses and identify conditions explaining observed behavior.
• Make operational knowledge reusable without hiding limits or residual risk.
• Distinguish an executed correction, planned change, and risk-acceptance decision.
• Demonstrate improvement using comparable exposure, observability, and defined criteria.
• Turn findings into tracked improvements applicable to related services.

Modules

1. Identification and priority
2. Investigation and evidence
3. Workarounds and known errors
4. Correction and accepted risk
5. Validation and indicators
6. Learning and prevention

Continue learning

Technical assessments

• Incident Management
• Production Support L3
• ITIL 4 Foundation
• Change Management

References and version

Problem management practices 2026-09; ServiceNow Brazil examples with scoped plugins and properties

• Problem investigation and contributing causes · 2026-09-30
• Problem ownership service ownership and investigation roles · 2026-09-30
• Linking incidents problems and corrective changes · 2026-09-30
• Iterative why questions and multiple contributing branches · 2026-09-30
• Known-error record context symptoms and workarounds · 2026-09-30
• Proactive investigation and diagnostic methods · 2026-09-30
• Investigation tasks change links and Accept Risk disposition · 2026-09-30
• Known-error article lifecycle and access · 2026-09-30
• Measurable actions ownership and organizational learning · 2026-09-30
• Evidence and competing causal hypotheses · 2026-09-30
• Applying operational lessons across workloads · 2026-09-30
• Post-incident timelines and improvement follow-through · 2026-09-30
• Scheduling intentional architecture improvements · 2026-09-30
• Contributing factors test gaps near misses and preventive sharing · 2026-09-30