Incident & Problem Mgt

Incident management focused on productivity

Keep systems running and end users productive by arming technicians with powerful incident diagnostics and queue features that offer tight integration with knowledge, problem, service request, service level management, workflow and CMDB. ServiceNow Incident Management offers many convenient and time saving methods for incident creation including email integration, Web requests or event monitoring.

Intelligent problem management

Automate incident root cause identification and proactively apply a workaround or resolution before business operations are impacted. Using ServiceNow Problem Management, problems can be created by a single incident and linked to multiple incidents to assist with known error identification. When the problem is closed, workflow automatically and appropriately updates all associated incidents.

Powerful simplicity

Prescriptive, ITIL-based incident and problem management
Actionable work queue includes all tasks
Native integration with knowledge, CMDB, change and request
Aligned with Knowledge Centered Support (KCS)