{"id":2104,"date":"2026-05-02T15:56:45","date_gmt":"2026-05-02T15:56:45","guid":{"rendered":"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/"},"modified":"2026-05-02T15:56:45","modified_gmt":"2026-05-02T15:56:45","slug":"dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius","status":"publish","type":"post","link":"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/","title":{"rendered":"Dinaminis incidento priskyrimas ServiceNow naudojant CMDB ry\u0161ius"},"content":{"rendered":"<p><\/p>\n<div id=\"\">&#13;<br \/>\n&#13;<\/p>\n<p>Incident\u0173 priskyrimas yra viena i\u0161 svarbiausi\u0173 \u201eServiceNow\u201c bilieto gyvavimo ciklo dali\u0173. Jei incidentas pirmiausia pasiekia netinkam\u0105 komand\u0105, sprendimas sul\u0117t\u0117ja, padaug\u0117ja paskyrim\u0173 ir pridedama nereikaling\u0173 pastang\u0173 tiek aptarnavimo tarnybai, tiek palaikymo komandoms.   <\/p>\n<p>Daugelyje organizacij\u0173 taip nutinka, nes u\u017eduotys priklauso nuo rankinio sprendimo arba pla\u010di\u0173 taisykli\u0173, pagr\u012fst\u0173 kategorija ar subkategorija.  <\/p>\n<p>Patikimesnis b\u016bdas yra naudoti incidente pasirinkt\u0105 konfig\u016bracijos element\u0105 (CI) ir patraukti palaikymo nuosavyb\u0117s teis\u0119 i\u0161 ServiceNow CMDB. Jei CI jau yra apibr\u0117\u017eta palaikymo grup\u0117, ServiceNow gali naudoti \u0161i\u0105 informacij\u0105, kad automati\u0161kai priskirt\u0173 incident\u0105.   <\/p>\n<p>Tai daro mar\u0161rut\u0105 tikslesn\u012f ir u\u017etikrina, kad incidentas b\u016bt\u0173 suderintas su faktine platformoje \u012fra\u0161yta nuosavybe. \u0160iame tinklara\u0161tyje ap\u017evelgsime \u0161\u012f dinami\u0161kesn\u012f po\u017ei\u016br\u012f <strong>ServiceNow sprendimai<\/strong>. Logika i\u0161lieka ta pati, ta\u010diau priskyrimas kei\u010diasi priklausomai nuo \u012fra\u0161e pasirinktos CI. <\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Turinys:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#Kas_yra_%E2%80%9EServiceNow%E2%80%9C_incidentu_valdymas\" >Kas yra \u201eServiceNow\u201c incident\u0173 valdymas?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#Incidentu_priskyrimo_problemos\" >Incident\u0173 priskyrimo problemos<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#CMDB_kaip_priskyrimo_saltinis\" >CMDB kaip priskyrimo \u0161altinis<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#Diegimas_ServiceNow\" >Diegimas ServiceNow<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#Verslo_taisykles_scenarijus\" >Verslo taisykl\u0117s scenarijus<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#Privalumai\" >Privalumai<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#Incidentu_valdymo_procesas_%E2%80%9EServiceNow%E2%80%9C\" >Incident\u0173 valdymo procesas \u201eServiceNow\u201c.<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#1_Aptikimas\" >1. Aptikimas<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#2_Eskalacija\" >2. Eskalacija<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#3_Suskirstymas_i_kategorijas\" >3. Suskirstymas \u012f kategorijas<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#4_Prioritetu_nustatymas\" >4. Prioritet\u0173 nustatymas<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#5_Uzduotis\" >5. U\u017eduotis<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#6_Diagnoze\" >6. Diagnoz\u0117<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#7_Rezoliucija\" >7. Rezoliucija<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#8_Uzdarymas\" >8. U\u017edarymas<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#Svarstymai\" >Svarstymai<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#Isvada\" >I\u0161vada<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/sekmesreceptai.lt\/index.php\/2026\/05\/02\/dinaminis-incidento-priskyrimas-servicenow-naudojant-cmdb-rysius\/#DUK\" >DUK<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Kas_yra_%E2%80%9EServiceNow%E2%80%9C_incidentu_valdymas\"><\/span>Kas yra \u201eServiceNow\u201c incident\u0173 valdymas? <span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u201eServiceNow\u201c incidentas yra bet koks neplanuotas pertraukimas, galintis sutrikdyti IT paslaugas. \u0160ie trikd\u017eiai gali b\u016bti bet kokie, pavyzd\u017eiui, sugenda serveris arba vartotojas negali prisijungti. Nepriklausomai nuo j\u0173 kilm\u0117s, \u0161ie incidentai trukdo teikti IT paslaugas ir daro didel\u0119 \u012ftak\u0105 klient\u0173 patir\u010diai.  <\/p>\n<p>ServiceNow leid\u017eia \u012fmon\u0117ms sistemingai valdyti ir spr\u0119sti incidentus. Pirmiausia juos registruoja, tada seka j\u0173 kilm\u0119 ir randa tinkamus sprendimus, kaip juos i\u0161taisyti. Visas \u0161is procesas vadinamas incident\u0173 valdymu.   <\/p>\n<p>\u0160i\u0173 incident\u0173 vis i\u0161kyla, viskas kartais. Ir \u012fmon\u0117s turi juos kuo grei\u010diau i\u0161spr\u0119sti, kad i\u0161laikyt\u0173 auk\u0161t\u0105 paslaug\u0173 lyg\u012f ir veiklos t\u0119stinum\u0105.   <\/p>\n<p>Incident\u0173 valdymas yra pagrindin\u0117 programa <strong>ServiceNow ITSM modulis<\/strong>. Ta\u010diau jis da\u017enai veikia ir su kitais moduliais. Vis\u0173 pirma, jis naudojamas CMDB susieti incidentus su KI ir nustatyti nuosavyb\u0117s teis\u0119.  <\/p>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Incidentu_priskyrimo_problemos\"><\/span>Incident\u0173 priskyrimo problemos <span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Incidentai turi b\u016bti paskirti tinkamai komandai, kad ji i\u0161spr\u0119st\u0173. Jei tai su tinklu susij\u0119s incidentas, jis turi b\u016bti priskirtas tinklo komandai. Dabar \u201eServiceNow\u201c turi integruotas taisykles, kad incident\u0173 priskyrimas b\u016bt\u0173 greitas.  <\/p>\n<figure class=\"wp-block-image aligncenter size-full\"><\/figure>\n<p>Taip pat bus keletas pla\u010di\u0173 kategorij\u0173, pagal kurias bus nuspr\u0119sta, kuriai komandai priklauso incidentas. Ta\u010diau \u0161ios kategorijos gali b\u016bti pernelyg bendros. Incidentai paprastai n\u0117ra juodi ir balti, jie puikiai tinka i\u0161 anksto nustatytoms taisykl\u0117ms ir kategorijoms.  <\/p>\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"1024\" src=\"https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-2.webp\" alt=\"\" class=\"wp-image-32526\" srcset=\"https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-2.webp 1536w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-2-300x200.webp 300w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-2-1024x683.webp 1024w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-2-768x512.webp 768w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\"\/><\/figure>\n<p>\u010cia yra lentel\u0117, kurioje rodomos \u012fprastos ServiceNow incident\u0173 kategorijos ir subkategorijos: <\/p>\n<figure class=\"wp-block-table\">\n<table class=\"has-fixed-layout\">\n<tbody>\n<tr>\n<td><strong>Kategorija<\/strong> <\/td>\n<td><strong>Subkategorija<\/strong> <\/td>\n<\/tr>\n<tr>\n<td>U\u017eklausa <\/td>\n<td>Antivirusin\u0117 el. pa\u0161to vidin\u0117 programa <\/td>\n<\/tr>\n<tr>\n<td>Programin\u0117 \u012franga <\/td>\n<td>Pa\u0161to operacin\u0117 sistema <\/td>\n<\/tr>\n<tr>\n<td>Aparat\u016bra <\/td>\n<td>CPU diskin\u0117 klaviat\u016bra, atminties monitorius, pel\u0117 <\/td>\n<\/tr>\n<tr>\n<td>Tinklas <\/td>\n<td>DHCP DNS IP adresas VPN belaidis ry\u0161ys <\/td>\n<\/tr>\n<tr>\n<td>Duomen\u0173 baz\u0117 <\/td>\n<td>DB2 SQL Server Oracle <\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n<p>Kartais incidentas yra susij\u0119s su keliomis kategorijomis arba subkategorijomis. Tod\u0117l \u012fmon\u0117s arba rankiniu b\u016bdu priskiria incidentus, arba naudoja <strong>AI agentai<\/strong>. Bet kuriuo atveju procesas yra link\u0119s \u012f klaidas ir sukelia neteisingas u\u017eduotis. D\u0117l to v\u0117luojama ir daug kart\u0173 perskirstoma vienai problemai i\u0161spr\u0119sti. <\/p>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CMDB_kaip_priskyrimo_saltinis\"><\/span>CMDB kaip priskyrimo \u0161altinis <span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u201eServiceNow\u201c CMDB yra ne tik technini\u0173 \u012fra\u0161\u0173 saugojimo vieta. Tai taip pat padeda apibr\u0117\u017eti nuosavyb\u0117s teis\u0119 ir atsakomyb\u0119 u\u017e konfig\u016bracijos elementus, tokius kaip programos, serveriai, duomen\u0173 baz\u0117s ir kiti infrastrukt\u016bros komponentai.  <\/p>\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"1024\" src=\"https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-3.webp\" alt=\"\" class=\"wp-image-32527\" srcset=\"https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-3.webp 1536w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-3-300x200.webp 300w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-3-1024x683.webp 1024w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-3-768x512.webp 768w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\"\/><\/figure>\n<p>Kiekvienas incidentas paprastai turi CI. Ir kiekviena CI CMDB jau turi apibr\u0117\u017et\u0105 savinink\u0105. Taigi, kai incidentui pasirenkamas CI, tas \u012fra\u0161as pateikia kontekst\u0105 apie paveikt\u0105 sistem\u0105.  <\/p>\n<p>U\u017euot papra\u0161ius agento nuspr\u0119sti, kuri komanda tur\u0117t\u0173 spr\u0119sti problem\u0105, \u201eServiceNow\u201c gali per\u017ei\u016br\u0117ti pasirinkt\u0105 CI ir naudoti palaikymo grup\u0119, kuri jau yra tame \u012fra\u0161e. Tokiu b\u016bdu priskyrim\u0105 lemia CMDB duomenys, o ne sp\u0117lion\u0117s. <\/p>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Diegimas_ServiceNow\"><\/span>Diegimas ServiceNow <span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Tai galite \u012fgyvendinti naudodami verslo taisykl\u0119 incident\u0173 lentel\u0117je. Taisykl\u0117 paprastai vykdoma prie\u0161 \u012fterpiant, kad priskyrimo grup\u0117 b\u016bt\u0173 nustatyta i\u0161 karto, kai tik sukuriamas incidentas. Pirmiausia scenarijus patikrina, ar CI yra ir ar priskyrimo grup\u0117 jau u\u017epildyta.  <\/p>\n<p>Jei kuri nors s\u0105lyga netinka automatizavimui, scenarijus i\u0161jungiamas. Jei yra CI, GlideRecord naudojamas \u012fra\u0161ui gauti i\u0161 CMDB. Kai randama CI, scenarijus nuskaito palaikymo grup\u0119 ir priskiria jai incident\u0105. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Verslo_taisykles_scenarijus\"><\/span>Verslo taisykl\u0117s scenarijus <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>(function executeRule(current, previous) { <\/p>\n<p>    if (!current.cmdb_ci || current.assignment_group) { <br \/>        gr\u0105\u017einti; <br \/>    } <\/p>\n<p>    var ciGR = new GlideRecord(&#8216;cmdb_ci&#8217;); <br \/>    if (ciGR.get(current.cmdb_ci)) { <br \/>        if (ciGR.support_group) { <br \/>            current.assignment_group = ciGR.support_group; <br \/>        } <br \/>    } <\/p>\n<p>})(dabartinis, ankstesnis); <\/p>\n<p><em>Pastaba: \u0161is modelis geriausiai veikia, kai palaikymo grup\u0117s yra nuosekliai pri\u017ei\u016brimos CI \u012fra\u0161uose CMDB.<\/em> <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Privalumai\"><\/span>Privalumai <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Taikant \u0161\u012f metod\u0105 pager\u0117ja priskyrimo tikslumas, nes sprendimas grind\u017eiamas CI nuosavyb\u0117s teise, o ne vien vartotojo \u012fvestimi. Tai taip pat suma\u017eina paskyrim\u0173 skai\u010di\u0173, o tai padeda incidentams grei\u010diau pasiekti reikiam\u0105 komand\u0105. Kadangi palaikymo grup\u0117 palaikoma CI \u012fra\u0161e, scenarijus i\u0161lieka paprastas ir jo nereikia da\u017enai keisti pasikeitus nuosavyb\u0117s teisei. Atnaujinimas vyksta CMDB, o ne kode. <\/p>\n<p>Kitas privalumas yra nuoseklumas. Skirtingi agentai incidentus gali klasifikuoti skirtingai, bet jei jie pasirenka tinkam\u0105 CI, platforma vis tiek gali priskirti biliet\u0105 standartiniu b\u016bdu. Tai daro <strong>\u201eServiceNow\u201c biliet\u0173 pardavimas<\/strong> procesas stabilesnis ir lengviau pri\u017ei\u016brimas. <\/p>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Incidentu_valdymo_procesas_%E2%80%9EServiceNow%E2%80%9C\"><\/span>Incident\u0173 valdymo procesas \u201eServiceNow\u201c. <span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u201eServiceNow Incident Management\u201c seka incidento sprendimo gyvavimo cikl\u0105. Incidentai ir j\u0173 sprendimo b\u016bdai gali skirtis, ta\u010diau jie vyksta pagal t\u0105 pat\u012f proces\u0105.  <\/p>\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"1024\" src=\"https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-4.webp\" alt=\"\" class=\"wp-image-32528\" srcset=\"https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-4.webp 1536w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-4-300x200.webp 300w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-4-1024x683.webp 1024w, https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/CMDB-4-768x512.webp 768w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\"\/><\/figure>\n<p>Pa\u017evelkime \u012f pagrindinius incident\u0173 valdymo proceso etapus. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Aptikimas\"><\/span>1. Aptikimas <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol start=\"1\" class=\"wp-block-list\"\/>\n<p>\u012evykis pirmiausia nustatomas ir u\u017efiksuojamas. Apie tai vartotojai gali prane\u0161ti per portal\u0105, telefonu, el. pa\u0161tu, \u201ewalk-in\u201c arba automati\u0161kai sukurti steb\u0117jimo \u012frankiais ar kitomis sistemomis. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Eskalacija\"><\/span>2. Eskalacija <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol start=\"2\" class=\"wp-block-list\"\/>\n<p>U\u017eregistravus \u012fvyk\u012f, gali b\u016bti prane\u0161ta tinkamiems \u017emon\u0117ms. Jei problema pakankamai svarbi, ji eskaluojama, kad ka\u017ekas greitai imt\u0173si veiksm\u0173. Ne kiekviena ma\u017ea problema reikalauja \u012fsp\u0117jimo. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Suskirstymas_i_kategorijas\"><\/span>3. Suskirstymas \u012f kategorijas <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol start=\"3\" class=\"wp-block-list\"\/>\n<p>Tada incidentas klasifikuojamas pagal tip\u0105. Paprastai jis pagr\u012fstas kategorija ir subkategorija. Tai padeda teisingai nukreipti ir pana\u0161ias problemas lengviau i\u0161spr\u0119sti ateityje. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Prioritetu_nustatymas\"><\/span>4. Prioritet\u0173 nustatymas <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol start=\"4\" class=\"wp-block-list\"\/>\n<p>Tada komanda nusprend\u017eia, ar incidentas yra skubus, atsi\u017evelgdamas \u012f poveik\u012f ir skubum\u0105, pvz., kiek vartotoj\u0173 yra paveiktas arba ar yra finansin\u0117 rizika. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5_Uzduotis\"><\/span>5. U\u017eduotis <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol start=\"5\" class=\"wp-block-list\"\/>\n<p>Priskyrimas apima incidento siuntim\u0105 \u012f tinkam\u0105 u\u017eduo\u010di\u0173 grup\u0119, o tada paprastai konkre\u010diam asmeniui, kuris tampa atsakingas u\u017e darb\u0105. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6_Diagnoze\"><\/span>6. Diagnoz\u0117 <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol start=\"6\" class=\"wp-block-list\"\/>\n<p>Paskirta komanda analizuoja, kad ie\u0161kot\u0173 prie\u017easties, ir dirba pagal SLA. Jei reikia, jie gali \u012ftraukti kitas komandas. Jei pasikeis prioritetas, <strong>SLA tvarkymas \u201eServiceNow\u201c.<\/strong> taip pat gali pasikeisti. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"7_Rezoliucija\"><\/span>7. Rezoliucija <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol start=\"7\" class=\"wp-block-list\"\/>\n<p>\u012evykis laikomas i\u0161spr\u0119stu, kai paslauga atkurta, taikant laikin\u0105 sprendim\u0105 arba nuolatin\u012f pataisym\u0105. <\/p>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"8_Uzdarymas\"><\/span>8. U\u017edarymas <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol start=\"8\" class=\"wp-block-list\"\/>\n<p>Patvirtinus, kad problema i\u0161spr\u0119sta, bilietas u\u017edaromas. Apie sprendim\u0105 prane\u0161ama suinteresuotosioms \u0161alims, o naudingos pamokos fiksuojamos, kad v\u0117liau b\u016bt\u0173 galima i\u0161vengti pana\u0161i\u0173 incident\u0173 arba juos b\u016bt\u0173 galima grei\u010diau i\u0161spr\u0119sti. <\/p>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Svarstymai\"><\/span>Svarstymai <span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u0160io sprendimo s\u0117km\u0117 priklauso nuo CMDB duomen\u0173 kokyb\u0117s. Jei CI \u012fra\u0161uose n\u0117ra palaikymo grupi\u0173, automatizavimas neveiks nuosekliai. Tai rei\u0161kia, kad CMDB turi b\u016bti tinkamai pri\u017ei\u016brimas, kad \u0161is dizainas b\u016bt\u0173 veiksmingas. <\/p>\n<p>Taip pat svarbu nuspr\u0119sti, kada taisykl\u0117 tur\u0117t\u0173 b\u016bti taikoma. Daugeliu atvej\u0173 pakanka paleisti tik ant \u012fd\u0117klo. Tai neleid\u017eia incidentui v\u0117liau priskirti i\u0161 naujo, jei kas nors atnaujina CI arba jei priskyrimo grup\u0117 jau buvo nustatyta rankiniu b\u016bdu. <\/p>\n<p>K\u016br\u0117jai taip pat tur\u0117t\u0173 b\u016bti atsarg\u016bs, kad be reikalo neperra\u0161yt\u0173 u\u017eduo\u010di\u0173 grup\u0117s. Jei incidentas jau buvo priskirtas pagal koki\u0105 nors kit\u0105 logik\u0105, scenarijus tur\u0117t\u0173 \u012f tai atsi\u017evelgti. <\/p>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Isvada\"><\/span>I\u0161vada <span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Dinaminis incident\u0173 priskyrimas ServiceNow gali b\u016bti \u012fgyvendintas labai prakti\u0161kai, naudojant palaikymo grup\u0119, saugom\u0105 pasirinktame konfig\u016bracijos elemente. U\u017euot pasikliaudama rankiniu mar\u0161ruto parinkimu ar pla\u010diomis priskyrimo taisykl\u0117mis, platforma gali naudoti CMDB duomenis, kad priimt\u0173 tikslesn\u012f sprendim\u0105 tuo metu, kai sukuriamas incidentas. <\/p>\n<p>\u0160is metodas yra paprastas, pri\u017ei\u016brimas ir glaud\u017eiai susij\u0119s su tuo, kaip \u201eServiceNow\u201c sukurta naudoti konfig\u016bracijos duomenis. K\u016br\u0117jams tai yra puikus pavyzdys, kaip naudoti CMDB ne tik kaip technin\u0119 saugykl\u0105, bet ir kaip aktyvi\u0105 ITSM automatizavimo dal\u012f. <\/p>\n<p>\u201eXavor&#8217;s ServiceNow\u201c ekspertai sukuria patikim\u0105 incident\u0173 valdymo sprendim\u0105, naudodami skirtingus platformos modulius. U\u017etikriname, kad j\u016bs\u0173 IT bilietai visada b\u016bt\u0173 automati\u0161kai priskiriami atitinkamoms komandoms ir i\u0161sprend\u017eiami tiksliai.  <\/p>\n<p>Susisiekite su mumis adresu <strong><span class=\"__cf_email__\" data-cfemail=\"b4dddad2dbf4ccd5c2dbc69ad7dbd9\">(apsaugotas el. pa\u0161tu)<\/span><\/strong> u\u017esisakyti nemokam\u0105 konsultacij\u0105. M\u016bs\u0173 ServiceNow komanda i\u0161nagrin\u0117s j\u016bs\u0173 poreikius ir esamas darbo eigas, kad pateikt\u0173 prakti\u0161kiausi\u0105 \u012fgyvendinimo plan\u0105.  <\/p>\n<p>&#13;<\/p>\n<div class=\"author-card\">\n<p>Apie Autorius<\/p>\n<div class=\"author-flex\">\n<div class=\"author-photo\">\n<p>                                &#13;<br \/>\n                                    <img decoding=\"async\" src=\"https:\/\/www.xavor.com\/wp-content\/uploads\/2026\/04\/UmairT.png\" alt=\"Umair Tariq\"\/>&#13;<\/p><\/div>\n<div class=\"author-info\">\n<p>Profesini\u0173 paslaug\u0173 direktorius<\/p>\n<\/p><\/div>\n<p>Umair Tariq yra Xavor Enterprise Solutions architektas ir profesionali\u0173 paslaug\u0173 direktorius. Jis kuria debes\u0173 technologijomis pagr\u012fstas, dirbtiniu intelektu pagr\u012fstas platformas sveikatos prie\u017ei\u016bros ir ma\u017emenin\u0117s prekybos srityse, paversdamas sud\u0117tingus verslo i\u0161\u0161\u016bkius kei\u010diamo dyd\u017eio, gamybai paruo\u0161tais sprendimais. Jis specializuojasi didelio na\u0161umo in\u017einerijos vadovavimo ir HIPAA atitinkan\u010dios didel\u0117s apimties integracijose.<\/p>\n<\/p><\/div>\n<\/p><\/div>\n<p>&#13;<br \/>\n                &#13;<\/p>\n<section class=\"faq-wrapper\">&#13;<\/p>\n<h2 class=\"faq-label\"><span class=\"ez-toc-section\" id=\"DUK\"><\/span>DUK<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>&#13;<\/p>\n<div class=\"accordion\">\n<div class=\"accordion-item open\">\n<div class=\"accordion-body\">\n<p>CMDB (konfig\u016bracijos valdymo duomen\u0173 baz\u0117) ServiceNow yra centralizuota saugykla, kurioje saugoma informacija apie organizacijos IT i\u0161teklius ir j\u0173 ry\u0161ius. Tai padeda komandoms suprasti, kaip sistemos yra sujungtos, o tai leid\u017eia geriau valdyti incidentus, kontroliuoti poky\u010dius ir atlikti visas IT operacijas. <\/p>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-body\">\n<p>\u201eServiceNow\u201c incident\u0173 valdymas yra procesas, padedantis organizacijoms greitai nustatyti, sekti ir i\u0161spr\u0119sti IT problemas, kurios sutrikdo normali\u0105 veikl\u0105. Tai u\u017etikrina, kad incidentai b\u016bt\u0173 tvarkomi efektyviai per darbo eigas, prioritet\u0173 nustatym\u0105 ir automatizavim\u0105, kad paslaugos b\u016bt\u0173 atkurtos kuo grei\u010diau. <\/p>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-body\">\n<p>Incident\u0173 valdymo 5 C yra: Suskirstykite \u012f kategorijas, kad nustatytum\u0117te incidento tip\u0105 ir pob\u016bd\u012f. Patvirtinkite, kad incidentas yra tikras ir reikia imtis veiksm\u0173. Sud\u0117tyje yra poveik\u012f ribojan\u010di\u0173 priemoni\u0173, kad jis nei\u0161plist\u0173. Pataisymas i\u0161sprend\u017eia problem\u0105 ir atkuria normali\u0105 paslaug\u0105. Ir galiausiai, u\u017edarymas \u2013 rei\u0161kia nutarimo dokumentavim\u0105 ir formal\u0173 incidento u\u017edarym\u0105. <\/p>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>&#13;<br \/>\n                    <\/section>\n<p>&#13;<br \/>\n                &#13;\n            <\/p><\/div>\n<p><a href=\"https:\/\/www.xavor.com\/blog\/assignment-of-incident-in-servicenow-using-cmdb-relationships\/\"> Nuoroda \u012f informacijos \u0161altin\u012f <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#13; &#13; Incident\u0173 priskyrimas yra viena i\u0161 svarbiausi\u0173 \u201eServiceNow\u201c bilieto gyvavimo ciklo dali\u0173. Jei incidentas&#8230;<\/p>\n","protected":false},"author":1,"featured_media":2105,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[3],"tags":[3977,3974,3975,1129,3976,3978,3787],"class_list":["post-2104","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technologijos","tag-cmdb","tag-dinaminis","tag-incidento","tag-naudojant","tag-priskyrimas","tag-rysius","tag-servicenow"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/posts\/2104","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/comments?post=2104"}],"version-history":[{"count":0,"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/posts\/2104\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/media\/2105"}],"wp:attachment":[{"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/media?parent=2104"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/categories?post=2104"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sekmesreceptai.lt\/index.php\/wp-json\/wp\/v2\/tags?post=2104"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}