3 SRIKE RULES :

3 Strike Rule refers to a structure process for managing and resolving

incidents in service now incidents or tasks that haven't been resolved
within the expected time frame line or quality standards. It is commonly
used in service management workflows to ensure that issues are
addressed properly and escalation occurs when needed.

1. STRIKE (Initial warning or Notification):

1. When a task approaches it service level agreement (SLA) reach time,
The system automatically triggers an alert or notification to the assigning
or the responsible team.
2. The user receives a notification Through email as a reminder that the
SLA is approaching a reach, Encouraging immediate action
2. STRIKE (Escalation):
1. If the issue is not resolved after the first strike, It moves to the 2nd
strike triggering an escalation. This typically means that the issues is
elevated to a higher level of support or management.
2. A supervisor or manager is notified that the incident is approaching an
SLA reach, they can take appropriate action such as reallocating resources
or reassigning this task to another team.
3. STRIKE (SLA Reach):
1. If the task still remains unresolved after the 2nd strike and passes the
SLA time, The 3rd Strike occurs. This could trigger further escalations,
customer notifications and possibly penalties depending on the agreed
terms.
2. Depending on the organisation process, this might result most ever
escalation, penalties or customer compensation.
PROBLEM MANAGEMENT AND IT'S LIFECYCLE
DEF: It is a key component of information technology infrastructure library
framework, focused on identifying, Managing and Resolving the root cause
of incidents and reoccurring issues. It aims to minimize the impact of
incidents and reduce the likely hood of future incidents by pro-actively
identifying problems and Addressing, Resolving the Reoccurring issues.

PROBLEM MANAGEMENT LIFECYCLE

problem Detection and Login:
1. It refers to the identification of underlying problem that can cause
incidents or impact on IT Services. Detections can be reactive or proactive
and it involves multiple sources and techniques
2. Proper Logging is crucial for tracking, Managing and resolving the
issues efficiently. The problem record includes relevant information that
will help the IT team to understand the problem context, prioritize it
appropriately and investigate further.
Problem Categorization:
It is the process of classifying the problems based on certain pre-defined
criteria, impacted services and business impact it helps IT teams to
prioritize, Diagnose and Manage problems more effectively. It also helps in
trend analysis, reporting and preventing future incidents by enabling a
systematic approach to problem solving.
Problem Investigation and Diagnosis:
It is the core face of problem management where the root cause of a
problem is identified and analysed. This step involves systematically
gathering the information, identifying potential causes and diagnosing the
exact issue behind a problem. once the root cause is identified it becomes
easier to develop solutions, Weather temporary workarounds or
permanent fixes.

Problem Resolution and Closure:

These are the final stages in the problem management process, Where
the root cause of a problem is identified and problem is formally closed.
This space is critical to ensure that problem has been resolved
permanently. verify that the implemented solution has resolved the issue
and finally close the problem management ticket.
MAJOR INCIDENT MANAGEMENT
It is the process of handling emergency incidents that have a significant
impact on an Organizations Business operations (or) Service Delivery. A
major incident management is typically characterized by a high severity,
effecting multiple users (or) Service delivery, and an Immediate co -
ordinated response to minimize downtime and endure service recovery.
1. Life Cycle of Major Incident Management:
1. Incident Login and Identification: A major incident can be Identified to
monitoring systems, Service Desk Reports (or) User Complaints. The goal
is to Recognize the incident as quickly as possible.
2. Once the incident is Identified, The major incident is Log in an Incident
management system with as much details as possible, Such as
Description, Time of Occurrence, Effected services and Potential severity
2. Categorization and Prioritization:
1. The Incident is Classified to determine which system (or) Services are
impacted and The Potential Business Implications. Based on severity and
impact the incident is Assigned in a priority like P1 & P2 to ensure the
appropriate level of response.

3. Communication and Escalation:

Key stakeholders are informed, Including the Major Incident Manager, IT
teams and senior management. if the issue is not resolved quickly, it may
be escalated to higher management.

4. Investigation and Diagnosis:

The resolution team works to identify the root cause of the issue. This
phase may involve by checking logs, Running diagnostic tools, Consulting
with the vendors. If a resolution is not immediately available a temporary
work around may be implemented to restored partial service while the
permanent fix is developed.

5. Resolution and Closure:

Once the root cause is identified, the team works on applying a fix to
resolve the incident this can involved patching systems, Restoring
services. Once the resolution is done the major incident is closed after
verifying the issue is completely resolve and all impacted services are
restore.

Requested Item (RITM) & it's Lifecycle

RITM Definition: Request Item (RITM)

It is a term used in Service Now requesting a specific request within a
larger service request process. It breaks down a service request into
smaller task or items, Making it easier to manage and track the fulfilment
of a user request. A single service request may have multiple RITM's
depending on the complexity of the request.
Note: If the end user doesn't have admin rights to create the incident at
that time end user will prefer to create a RITM Request for smoother
deliverables.

RITM Lifecycle:
1. Creation: A user submits a service request in Service Now which
automatically creates one or more request items based on the type of
request.

2. Pending Approval: if approval is Required for the RITM based on

configure workflows, it enters the approval phase. Approvals are notified
and must approved or reject the RITM before it moves forward.

3. Work in Progress: After approval, The RITM moves to work in progress

state. This is where the resolution team starts working on the request.
Task may be created under the RITM to manage the work involved.

4. Fulfilment: The associated task under the RITM is completed, and the
request item itself is marked as fulfilled. The specific steps during
fulfilment depending on the type of request.

5. Closure: Once all the tasks are completed and the RITM is fulfilled and it
can be closed. The request may receive notifications about the status and
completion of the request.
CMDB Configuration Management Database
Definition:
The CMDB in service now is a Repository that acts as a Datawarehouse or
information related to ITSI also known as configuration items (application,
database & server name). It helps organizations to manage and control
their customer data, IT environment enduring visibility into a set and
services maintaining the relationship between the end user &
Organizational Data.
Lifecycle for CMDB
1. Planning: The planning phase is the foundational step in building a
successful CMDB in service now. It involves carefully crafting this
structure, police's and approach to endure that the CMDB will meet the
organization needs for managing the customer or organization data for
better Identification perspective.

2. Data population: populating the CMDB with applications and infra

structured and Technical Information about their configuration is ideally
the responsibility of trusted data sources and discovery tools which are
integrated into your CMDB as a result of hardware asset management.

3. Accuracy: The Accuracy is one of the most CMDB's hovers around 90

percent, they are multiple sources of truth when it comes to data and
each source provides only one piece of the puzzle. If there is any missing
data, Inaccurate data and conflict team data among all the systems. Data
accuracy, a subset of data quality and data integrity is a measure of how
closely information Represents the objects being recorded. The degree of
correctness of information that is collected and used and this throughout
is measured by Data Accuracy.
Service CatLog:
Definition: It is a self-service interface that provides users with a list of
applications and services available to them within an organisation. It
simplifies the request process by allowing users to request items such as
software, Hardware or IT Services from a central platform. The service
CatLog reply and atomise the workflow from the request submission to
fulfilment, ensuring that each request is track, prioritise and processed
efficiently.
Service CatLog Lifecycle:
1. Request creation: Users can accessing service CatLog through the self-
service portal or platform within service now. Select a service or product
to complete the required details and submit the request.

2. Approval workflow: Based on the predefined business role the request is

routed for approval. (Managers or Technical Lead) can approve or deny the
request.

3. Fulfilment Process: Once the request is approved the request triggers to

fulfilment stage. The task may involve provisioning hardware, software or
Applications. The fulfilment can be manual or automated.

4. Request tracking: Users can track the status of their request throughout
the process. Updates are provided through the notifications or the request
portal.

5. Closure: After the services provided or the request is fulfilled, the

service CatLog item can be closed.

Example or Scenario: A new IT Employee access the service now portal

and navigate to the service CatLog to request a laptop.