What are the best practices for automating ServiceNow Incident Management in a large enterprise

[danielbrown8998]

In large enterprises, incident management can become overwhelming without automation. What are some effective strategies or best practices for automating incident workflows, from ticket creation to resolution? How do you handle escalation rules, priority settings, and notifications to ensure a smooth experience for both users and agents? Any specific tools or integrations within ServiceNow that have proven beneficial?

[Dr Atul G- LNG · Accepted solution]

Hi @danielbrown8998 

What we follow

take the data of the last 6 months of incidents

Categories them as top  5/10 as per count

Then see, what these incidents are all about 

You need to read these incidents 1 by 1.

Then make another category

Inc -- move to REQ

Inc - By knowledge

Inc - Need a template

Inc - Automation, and then for automation you need to again bifurcate

- Only Assignment issue

- Need Flow/ WF change

-  Reassignment count and then set escalation 

Maximum stuff you get from data analysis only. Best practice - Consolidate - Standardize - Automate

You can use the Now Create Incident management process guide /process workshop to get more understanding about these