- Log incidents in the instance or by sending email.
- Classify incidents by impact and urgency to prioritize work.
- Assign to appropriate groups for quick resolution.
- Escalate as necessary for further investigation.
- Resolve the incident and notify the user who logged it.
- Use reports to monitor, track, and analyze service levels and improvement.
Speed Up Ticket Resolution with Smart Automations
TechNEXA’s incident management is the practice of restoring services as quickly as possible after an incident. And it’s the main component of TechNEXA service support.
Common incident management activities include:
- Detecting and recording incident details
- Matching incidents against known problems
- Resolving incidents as quickly as possible
- Prioritizing incidents in terms of impact and urgency
- Escalating incidents to other teams to ensure timely resolution
Our Incident Management supports the incident management process in the following ways.
Any user can record an incident and track it through the entire incident life cycle until service has been restored and the issue has been resolved.
- Incident Management process
- Incident Management state model
- Incident Management service improvements
- Upgrade to London
- Domain separation in Incident Management
- Create an incident template
- Create a record producer
- Configure incident categories or subcategories
- Define an assignment rule for incidents
- Incident promotion UI actions
- Configure Incident Management
- Specify the field a KB article is copied to
- Show flagged VIPs in the incident list
- Performance Analytics for Incident Management
- Create an incident
- Major incident management
- Copy an incident or create child incident
- Promote an incident
- Assign and update incidents
- Log an incident through Self-Service (end users)
- Developer training
- Developer documentation
- Incident ticketing integrations
- Ask or answer questions in the Incident Management community
- Search the HI knowledge base for known error articles
- Contact ServiceNow Support
Our best practices for Incident Management
Over the years, we’ve come up with several best practices for Incident Management, that make implementing this process a breeze. Here are the five most important ones:
- Log everything: no matter how urgent an incident is, or how important the caller, register every incident in your organization’s ITSM tool.
- Fill in everything: at least fill in every mandatory field. This best practice can be particularly useful when making reports, and when processing incidents as efficiently as possible.
- Keep your categorizations tidy: clear out categories and subcategories that are rarely used in your ITSM tool. Also use options like ‘Other’ as little as possible.
- Maintain an up-to-speed team: ensure all your service desk employees are following the same troubleshooting procedures right from the offset.
- Log and use standard solutions: don’t reinvent the wheel time after time. Log effective procedures for incidents that sometimes reappear.
Our best practices for Incident Management
Benefits of Incident Management
- Offer end users multi-channel support by allowing them to create tickets via email, phone calls, and a web-based self-service portal. Automatically convert emails to tickets.
- Manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses.
- Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
- Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths.
- Automate every step of the ticket life cycle right from categorization to technician assignment by using business rules.
- Make sure that no ticket is left unassigned by automatically assigning tickets to technicians based on round robin or load balancing auto assign models.
- Communicate better with end users with automated notifications that use custom email templates.
- Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.
- Improve resolution times by assigning incidents to technicians as soon as they are logged into the help desk software.
- Prevent SLA violations by enabling multi-level proactive response and resolution escalations.
- Keep end users informed at every step of the incident management process using automated notifications.
- Increase the end-user visibility of incident status and progress by providing information in the self-service portal.
- Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.
- Integrate incident management with a well structured and easy to build knowledge base.
- Publish knowledge base articles in the self-service portals to reduce the flow of incidents into the help desk.
- Improve turnaround times and resolution quality by maintaining a knowledge base of advanced technical solutions exclusively for, and limited to, technicians.
- Maintain the quality of knowledge base articles with an efficient approval process.
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