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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. Watch Video
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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 Get Data Sheet 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 See All Resources
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
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Incident Management is available with IT Service Management. Transform the impact, speed, and delivery of IT.

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