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Incident Management

ServiceNow Incident Management streamlines the process of restoring service following an unplanned disruption. Incident Management allows IT to capture incidents through a self‑service portal, chat, email, phone, and incoming events and prioritize them based on agreed service level targets. Incidents can be automatically routed to the appropriate resolution group, complete with related information. An On‑Call Scheduling feature ties directly into Incident Management to escalate and assign incidents to the right support teams and assignment groups, with triggers to escalate and send bidirectional notifications so escalations may be acknowledged. Knowledge articles help agents minimize resolution times and service level management helps keeps all work on track.

Interactive dashboards allow you to quickly analyze your incident backlog

Incident Management

Interactive dashboards allow you to quickly analyze your incident backlog

Benefits to Your Enterprise

Service disruptions happen in business every day – often resulting in lost revenue, reputation, and customers. To minimize the negative impact of these disruptions, a combination of people, process, and technology is needed to restore service quickly and get back to business.

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Incident Management: A Practical Approach to Adoption

A constant barrage of walk‑up and phone call requests. Disconnected tools and poorly defined processes. A fuzzy view of how IT is performing. Sound familiar? If so, it’s time for your IT help desk to become acquainted with incident management — and find out why it’s the answer to your most pressing problems.

Rapidly Restore Service

Quickly determine the impact and potential causes of an incident, correlating incidents with the recent activities, such as changes, that may have caused them

Easily search for solutions and workarounds in the ServiceNow Knowledge Base

Restore service even faster with self‑service password resets and pre‑defined automated fixes for common issues using ServiceNow Orchestration

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Centralize Major Incident Management

Improve resource coordination and communication using incident alerts to manage and track major issues

Provide updates to all service subscribers through email with built‑in, subscription‑based notifications

Enhance communications by bringing together all involved parties through email subscriptions and collaborative work spaces

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Improve End-user Satisfaction

Provide anywhere, anytime service support with built‑in mobile access

Empower users to find answers and get help through an intuitive, self‑service portal

Encourage collaboration and crowdsourcing with embedded social IT

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Drive Service Improvement

Provide real‑time transparency into operations with configurable, role‑based dashboards

Identify service improvement and training opportunities with survey and knowledge article capabilities

Drive decision making by monitoring Key Performance Indicator (KPI) trends with ServiceNow Performance Analytics

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Easy Guided Setup

Simplify setup and deploy Incident Management in a matter of days — not weeks — with easy‑to‑follow configuration steps and embedded help

Gauge your implementation progress with visual status checks; and get your implementation right the first time without the need for expert assistance

Build expertise on the go with product tours while configuring the ITSM solution to its fullest potential

Incident Management