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ServiceNow Incident Management Accelerator
When an IT service is disrupted by performance issues or an outage, the IT service desk must address the issue, restore service availability and make improvements and document the procedures to prevent reoccurrence. The goal of Incident Management is to restore normal service operation as quickly as possible, while minimizing impact to business operations and ensuring quality is maintained. A better ITSM tool should have the ability to report the Incidents, track them, assign the service level agreements and generate the reports on the incidents created.
IBeam’s ServiceNow Incident Management accelerator streamlines the process of restoring service following an unplanned disruption. This accelerator allows IT to capture incidents through a self service portal, chat, email, phone, and incoming events and prioritize them based on agreed service level targets. Incidents can be automatically routed to the appropriate resolution group, complete with related information. An On Call Scheduling feature ties directly into Incident Management to escalate and assign incidents to the right support teams and assignment groups, with triggers to escalate and send bidirectional notifications so escalations may be acknowledged. Knowledge articles help agents minimize resolution times and service level management helps keeps all work on track. Interactive dashboards allow you to quickly analyze your incident backlog.
Key Product Features
- Wrapper on the OOB Incident management
- Integrated On-call scheduling
- Assignment rule integration
- Integrated email and pager notifications
- First Call Resolution process
- Major and security Incident process
- Automated Knowledge management included
- Integrated process for incident escalation
- Interactive dashboards on the ITIL screens
- Scheduled reports distribution
- Service Portal Integration to validate the status