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Incident Management
Restore services and resolve issues quickly. Keep employees productive and happy by ensuring they can easily contact support to track and fix issues.
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Incident Management - ITSM
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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
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Major incident management
Use embedded, proven practice workflows to identify, track, and resolve high‑impact incidents.
Single-pane agent view
Give agents what they need in one place. Prioritize and resolve issues fast with AI recommendations.
AI-powered insight
Accelerate incident resolution with built-in machine learning and contextual help to eliminate bottlenecks.
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, prioritize, 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.
Resources
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Ebooks
The Future of IT is Now: Tips and Insights for IT Digital Transformation
Switch Stories: How 5 Enterprises Consolidated ITSM to Reduce Costs
7 Steps to Ditch Your Outdated On-Premises ITSM Tools for the Limitless Cloud
5 Best Practices for Resilient, Reliable, Remote IT Services
Case Studies
NatWest Group Elevates the Banking Experience for Customers
Flight Centre Travel Group’s IT Service Management Takes Off with ServiceNow
De Volksbank Achieves IT Service Excellence with ServiceNow
Data Sheets
ServiceNow 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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