Keep employees productive and happy by ensuring they can easily contact support to track and fix issues with ServiceNow® Incident Management. Users can connect with IT through web or mobile self‑service and virtual agents powered by natural language understanding (NLU).
Machine learning automatically assigns incidents to the right resolution groups for faster resolution. A dedicated portal for Major Incident Management enables swift resolution by bringing together the right resolution teams and stakeholders to restore services.
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 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.
ServiceNow® Predictive 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, Predictive Intelligence can accurately predict the category of an IT incident and route the issue to the right resolution team based on the short description by the user. With this feature, you can eliminate the bottlenecks of manual triaging and boost productivity.
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.
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.
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.
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.
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.
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.
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.
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 and end users only see fields relevant to the work taking place.
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.
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.
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.
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®.