Solutions | By Service | Incident and Problem Management

Incident management is the foundation of IT service processes. Yet many legacy vendors aren't changing with the times. There is much room for improvement, and the best IT thinkers know that ServiceNow is leading the way.

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Incident management in IT 3.0

Today's end users commonly turn to social media and self service as the first point of contact to resolve technology issues. If they need to communicate with a service desk technician, they often prefer chat, text message, or email. This is natural in IT 3.0.

Incident management for the IT 3.0 organization is a core component of the ServiceNow platform. With features like chat and live feed to enhance communication, and single-click incident creation, we've leaped a generation ahead of the status quo. Just ask our customers.

Problem management at the speed of today

Proactive problem management is what differentiates great IT service. How can you prevent that network outage from happening again next week? How can you ensure the finance application does not cause the sluggish performance that's typical when closing out the quarter?

Problem management is all about preventing incidents from happening, and minimizing the impact of incidents that can't be prevented. ServiceNow gives you the best tools to manage problems. Just ask our customers.

The best IT thinkers use IT 3.0 problem management with social IT. They use chat rooms to discuss known errors and speed up problem resolution. They use live feed to track the effect of problems, instantly share findings with the rest of the IT team, and even communicate workarounds to the business!