ServiceNow Incident Management can help keep employees productive and happy by ensuring easy-to-use contact support to track and fix issues. Users can connect to IT through a self-service portal, chatbot, email, phone, or mobile.
IT agents will be thrilled as well. Machine learning systems automatically assign incidents to the right resolution group for a faster and effective resolution. Dedicated agent portals for issue resolution have all necessary information in one view and they leverage AI to deliver recommended solutions immediately. There is also a dedicated portal for Major Incident Management that enables swift resolution by bringing together the right resolution teams and stakeholders to restore services. Mobile Agent gives IT agents a mobile interface to triage, address, and resolve incidents on the go.
Additionally, ServiceNow incident management offers 24-hour support, integrates seamlessly with AIOps, allows employees to use omni-channel notification to submit incidents, and gives service-desk personnel a clear view of incident resolution workflows via an incident response playbook. Visual task boards promote intuitive, effective collaboration, and the configuration management database (CMDB) creates a single system of record to help users better understand the impacts associated with individuals' incidents, problems, and change requests.
And, with guided setup, deploying ServiceNow incident management is a fast and simple process.