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Incident Management

Restore services and resolve issues quickly. Keep employees productive and happy by ensuring that they can easily contact support to track and fix issues.

Benefits of Incident Management

Boost employee productivity

Deliver a better experience with intuitive omni-channel self-service and two-way communication.

Restore services—automatically and fast

Bring together the right agents to manage work and collaborate using one platform for IT processes.

Increase incident deflection

Reduce call volumes and deflect tickets using the self-service portal and ServiceNow® chatbots.

Ignite agent productivity

Assign incidents to the right groups for faster resolution with the help of machine learning.

Features of Incident Management

Major Incident Management integration

Major incident management

Use embedded, proven practice workflows to identify, track and resolve high‑impact incidents.

AI-powered agent portals increase productivity

Single-pane agent view

Give agents what they need in one place. Prioritise and resolve issues fast with AI recommendations.

Assign incidents to the right resolution team

AI-powered insight

Accelerate incident resolution with built-in machine learning and contextual help to eliminate bottlenecks.

Mobile app for agents provides on-the-go resolution

Native mobile app

Give IT agents a mobile interface to triage, address and resolve incidents or requests on the go.

Additional features

AIOps integration

Reduce incidents and mean time to resolution (MTTR) to eliminate noise, prioritise and remediate.

Omni-channel notifications

Let employees submit incidents through a self‑service portal, chatbot, email, phone or mobile.

Incident response playbook

Give the service desk a task-oriented view of incident resolution workflows to automate manual steps.

On-call scheduling

Offer 24‑hour support using a single-pane view to escalate to the correct teams automatically.

Visual task boards

Make team collaboration quick and easy with intuitive, Kanban‑style boards.

Single system of record

Understand the impact of incidents, problems and change requests with a single system of record.

Calculated priority

Manage high and low‑priority work with ease by addressing incidents based on impact and urgency.

Guided setup

Deploy Incident Management in days with simple steps, embedded help and visual status checks.

Feature details

Close Event Overlay.
AIOps integration
Reduce incidents and MTTR to eliminate noise, prioritise, identify root cause and remediate.
AI-powered insight
Use advanced machine learning and data models to automatically categorise and assign incidents. Learn from historical data patterns to improve recommendation accuracy. Predict IT incident categories and route issues to the right resolution team based on brief user input, eliminating bottlenecks.
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®.
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.
Guided setup
Streamline 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.
Incident response playbook
Let the service desk visualise the incident resolution workflow in a simple, task-oriented view so that manual steps can be automated.
Major incident management
Use embedded, proven practice workflows to identify, track and resolve high‑impact incidents, as defined by service level agreements (SLAs). Give managers a modern workbench to respond to major incidents by aggregating actionable information in a single‑pane view, integrated into Agent Workspace.
Native mobile app
Give IT agents a mobile interface to triage, address and resolve incidents or requests on the go.
Omni-channel notifications
Boost customer satisfaction by letting users submit incidents through their preferred method of support. Allow IT to capture incidents through a self‑service portal, virtual agent chatbot, email, phone or mobile.
On-call scheduling
Achieve follow‑the‑sun, 24‑hour support using an on‑call workbench for scheduling. Escalate incidents to the correct support teams and assignment groups with automatic triggers using this single‑pane view.
Reports and dashboards
Get real‑time transparency into operations with configurable, role‑based dashboards. Built‑in metrics and surveys measure service levels and power continual improvement. Identify opportunities to enhance service and provide training, and dig deeper with time‑based trends.
Single-pane agent view
Give agents everything they need to prioritise and resolve issues fast, including AI recommendations.
Single system of record
Resolve issues faster using the CMDB as one system of record for all IT components. Understand the impact of incidents, problems and change requests with a single system of record. Find root causes fast with a graphical view of your complex IT infrastructure and dependencies.
Service level agreements
Track all service level commitments between IT service providers and their customers. Detailed visualisations make it easy to understand active SLAs implicated within incidents. Automated notifications and escalations let you gauge organisational performance against service commitments.
Two-way notifications
Encourage transparency and expedite MTTR with bidirectional communications between service desk technicians and customers. Send all involved parties automatic notifications any time work notes are added or incident status changes.
Visual task boards
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.
Incident Management is available with ITSM

How to get Incident Management

Incident Management is available with IT Service Management. Transform the impact, speed and delivery of IT.

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Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.