ServiceNow Incident Management

Accelerate Service Restoration

Application Summary

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 bi-directional notifications so escalations may be acknowledged.  Knowledge articles help agents minimize resolution times and service level management helps keeps all work on track. 

Benefits to Enterprise IT

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. With ServiceNow Incident Management, IT can:

  • 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
  • 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
  • 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
  • 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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