Boost customer satisfaction by giving users the ability to submit incidents through their preferred method of support. IT can capture incidents through a selfservice portal, virtual agent chatbot, email, phone, or mobile.

ServiceNow Agent 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, Agent Intelligence™ can accurately predict the category of an IT incident and route the issue to the right resolution team based on a 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) includes a modern workbench that lets managers respond to major incidents by aggregating and providing actionable information in a single‑pane view. Using a real‑time MIM dashboard, managers can get 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 on‑call scheduling, which escalates incidents to the correct support teams and assignment groups with automatic triggers.

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.

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.