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Incident Management

Keep employees productive by ensuring business continuity with streamlined service restoration in ServiceNow® Incident Management. Connect end‑users with IT through mobile self‑service and virtual agents, and leverage machine learning to automatically route incidents to the right resolution groups, including related information and SLAs.

 

For major incidents, use actionable information and embedded proven practice workflows to resolve issues quickly. Also improve transparency and customer satisfaction with easy end‑user access to bidirectional communications, status, and work‑related activities.

Benefits

Accelerate service restoration when you manage and collaborate on work using a single platform for ITSM

Deliver a better consumer experience through intuitive self-service and transparent, two-way communication

Drive continual service improvement with role-based dashboards, performance metrics, and real-time analytics

Application Highlights

Agent Workspace is your command center for prioritizing and taking action on incidents

Agent Workspace is your command center for prioritizing and taking action on incidents

Agent Workspace is your command center for prioritizing and taking action on incidents

The Major Incident Management workbench provides a single-pane view to identify, track, and resolve high-impact incidents faster than ever

The Major Incident Management workbench provides a single-pane view to identify, track, and resolve high-impact incidents faster than ever

The Major Incident Management workbench provides a single-pane view to identify, track, and resolve high-impact incidents faster than ever

Our native mobile app allows agents to quickly view and respond to tasks on the go and approve requests with a simple swipe

Our native mobile app allows agents to quickly view and respond to tasks on the go and approve requests with a simple swipe

Our native mobile app allows agents to quickly view and respond to tasks on the go and approve requests with a simple swipe

Incident deflection suggests related knowledge base articles to encourage self-help

Incident deflection suggests related knowledge base articles to encourage self-help

Incident deflection suggests related knowledge base articles to encourage self-help

Collaborate on incident tasks using drag-and-drop functionality in Visual Task Boards

Collaborate on incident tasks using drag-and-drop functionality in Visual Task Boards

Collaborate on incident tasks using drag-and-drop functionality in Visual Task Boards

Performance Analytics provides deeper insights into performance trends

Performance Analytics provides deeper insights into performance trends

Performance Analytics provides deeper insights into performance trends

Feature Details

All
  • Omni-Channel Capture

    Boost customer satisfaction by giving users the ability to submit incidents through their preferred method of support. IT can capture incidents through a self‑service portal, virtual agent chatbot, email, phone, or mobile.

  • Agent Workspace

    Agent Workspace is your command center for prioritizing work and taking action. Use this streamlined interface to interact with customers, stay up to date on activity streams, and accelerate incident resolution with machine learning and contextual help.

  • Agent Intelligence

    ServiceNow Agent Intelligence uses advanced machine learning and data models to automatically categorize and assign incidents. It learns from patterns in your historical data, becoming increasingly accurate in its predictive recommendations. With as little as a day’s training, Agent Intelligence™ can accurately predict the category of an IT incident and route the issue to the right resolution team based on a short description by the user. With this feature, you can eliminate the bottlenecks of manual triaging and boost productivity.

  • Major Incident Management

    Use embedded, proven practice workflows to streamline the identification, tracking, and resolution of high‑impact incidents, as defined by service level agreements (SLAs). Major Incident Management (MIM) is integrated into Agent Workspace. It includes a modern workbench that lets managers respond to major incidents by aggregating and providing actionable information in a single‑pane view.

    Machine learning from Agent Assist lets you work smarter by proposing new major incidents or linking current incidents to an existing major incident. Real‑time MIM dashboards give managers insight into status and service resolution performance across all major incidents impacting business operations.

  • Incident Deflection

    Help users resolve issues themselves with related knowledge base articles that appear dynamically as they fill in the incident form via the Service Portal. Technicians also benefit from the same dynamically‑generated list of articles within the incident record if it is submitted.

  • Configuration Management Database (CMDB)

    Resolve issues faster using the CMDB as one system of record for all IT components. See your configuration items and the services they’re connected to, and understand the business impact of incidents, problems, and change requests. Find root causes of incidents fast with a graphical view of your complex IT infrastructure using dependency views.

  • Calculated Priority

    Manage high and low‑priority work with ease by addressing incidents based on impact and urgency. Route critical incidents automatically to specialist teams so they're handled without delay and with less impact on the business.

  • On-Call Scheduling

    Achieve follow‑the‑sun, 24‑hour support using an on‑call workbench for scheduling. This single‑pane view lets you escalate incidents to the correct support teams and assignment groups with automatic triggers.

    The workbench makes it easy for on‑call managers and members to quickly mobilize resources, manage shifts and schedules, identify gaps, and define custom escalations as needed.

  • Bidirectional Notifications

    Encourage transparency and expedite mean time to resolution with bidirectional communications between service desk technicians and customers. All involved parties receive automated notifications any time work notes are added or the incident status changes.

  • Social Tools

    Make team collaboration quick and easy with intuitive, Kanban‑style Visual Task Boards. Drag and drop incident tasks, manage team assignments, create task checklists, and dynamically set priorities.

  • Native Mobile App

    Work on the go with our modern, fully‑native mobile application. This productivity tool gives IT support agents the ability to handle micro‑moments immediately, such as managing task queues and taking quick action on incidents. Focus on the information that matters using a code‑free design studio to configure ITSM screens so agents only see fields relevant to the work taking place.

  • Service Level Agreements

    Track all service level commitments between IT service providers and their customers. Detailed visualizations make understanding active SLAs implicated within incidents easy. Automated notifications and escalations let you gauge organizational performance against service commitments.

  • Reports and Dashboards

    Get real‑time transparency into operations with configurable, role‑based dashboards. Built‑in metrics and surveys measure service levels and drive continual service improvement. Identify service improvement and training opportunities. Dig deeper with time‑based trends from ServiceNow Performance Analytics.

  • Guided Setup

    Simplify setup and deploy Incident Management in a matter of days with simple configuration steps and embedded help. Gauge your implementation progress with visual status checks, build expertise with product tours, and configure the solution to its fullest potential.

  • Automated Test Framework

    Upgrade quickly and easily with an out‑of‑the‑box testing framework. Using quick start test infrastructure, admins can create and maintain tests to run on a number of applications, even if they have different sets of data or are UI pages that are part of the Now Platform®.

Resources

Incident Management Is Part of…

IT Service Management

Consolidate fragmented legacy tools and transform your IT services from end to end.

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