Incident Management

The ServiceNow Incident Management application provides streamlined tools to quickly restore services in case of an unplanned outage or degradation. IT can capture and prioritize incidents through multiple sources including self service portal, chat, email, phone, and incoming events. Assignment, escalation and notifications to the appropriate teams can be automated, and all activities are logged for transparency and audit purposes. Integration with knowledge articles will help agents to minimize resolution times while maintaining high service levels to keep all work on track.