Solutions

  • Products
  • Use Cases
  • Industries
HR and IT
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
Healthcare Security
  • WHITE PAPER
  • Healthcare security 101
  • Drive clinical excellence and improve care outcomes with a connected system.

Platform

Digital Workflows
  • ANALYST REPORT
  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.

Customers

Success Navigator
  • SUCCESS NAVIGATOR
  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.

Explore

Value Calculator
  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

Automate incident and change management

What's in this Success Playbook

Automation can meet new expectations for incident and change management, and it delivers both the stability that process needs as well as the speed that new business drivers demand. But automation isn’t simply push-button. This Success Playbook will help you:

  • Build a framework that uses automation to identify and resolve critical service issues faster
  • Build approaches that use automation to improve the accuracy, speed, and efficiency of change management

Key takeaways

The most important things to know

  • Automation requires a solid set of service definitions and a framework the enterprise has agreed on that helps explain service criticality in terms of its business impact. Automating incident and change management is only helpful when you know where the greatest risks to your business outcomes are.
  • Automation requires sufficient, credible data to support response, classification, and remediation.
  • Automation should be iterative and focused on continuous process improvement. Few organizations are likely to realize the full potential of out-of-the-box automation and should exploit process performance data to identify where they can continue to fine-tune their approach.

The payoff of getting this right

Effective automation can improve the speed, accuracy, and throughput of your incident and change management processes—helping you to manage cost and improve the quality of IT services.

Steps covered

Step 1: Establish clear dependency mapping

  • The benefit of automating depends on the quality and availability of the underlying incident and change management data required.
  • Establish maturity in configuration management before you automate.

Step 2: Proactively identify service issues

  • Effective automated incident management depends on the quality of the monitoring and event data used to detect and respond to incidents.
  • Filter critical from noncritical information with automation so staff can focus on remediation.

Step 3: Automate incident response and resolution

  • For effective incident management automation, get clarity on how the organization defines services, on business rules for how service incidents are prioritized, categorized, and assigned, and on processes for escalation, notification, and knowledge management.

Step 4: Automate change management

  • Begin your change management automation strategy with clear definitions of business rules for change risk assessment, scheduling, and approvals and oversight.
  • Gain a clear understanding of risk, backed by historical data, so you can expedite more standard, low-risk changes with fewer manual steps.

Step 5: Measure impact and tune

  • Use Performance Analytics to find ways to improve your automation.
  • Use a short list of questions to select the KPIs needed to tune your automation strategy.
What you need to get started
What you need to get started
A working knowledge of current incident and change management processes
When you should start this activity
When you should start this activity
You can automate any time, but you should first ensure that you have a clear, documented understanding of your current incident and change management processes.
You should also ensure that you have access to the data needed to support automated incident and change management (from your CMDB and/or other sources).

Related resources

Success Playbook

Plan your successful CMDB deployment

Learn how to create the right plan, team, and process for developing a well-configured CMDB.

Success Playbook

How to launch digital business services

Learn how to build enterprise services using ServiceNow.

Success Playbook

Get started with Performance Analytics

Learn how to take advantage of Performance Analytics for better measurement and reporting.

Gain insights, get custom action plans, and achieve your goals faster.

Our Success Navigator will assess where you are in your implementation and guide you, step by step, from vision to value.