had a great time presenting on Advanced Incident Management last week at Knowledge11. During that session I demonstrated a lot of very useful functionality that I’ve used and created to improve the standard incident management setup for technicians working in ServiceNow. Since most of my presentation was a demo, I promised the attendees that I would post information about the solutions we talked about there. Read on if you want to see some great ideas to improve incident management in your organization!
- Keep it simple!
- Leverage existing data
- Smart & intuitive design
- Get out of the code
- Automate and simplify repeated tasks
â€¦all with the purpose of speeding time to resolution and improving customer satisfaction!
-Keep it simple!
-Advanced != Complex. Don’t overload your incident form with low-use garbage!
-Base incident form (screenshot above). All information is relevant and useful
-Leverage existing data
–Consolidate your ‘Configuration item’ field and ‘Affected CIs’ lists to get a better picture of what’s actually being impacted in your environment.
-Configuration item field macro icons
-BSM Map: relationships, map action icon showing only CI field tasks
Use of ‘Affected CIs’ list with BSM map action icons
-Change calendar (FSC): Don’t forget that change information can be a valuable input into incident resolution.
–On-call schedule popup
–Custom knowledge search
-Get out of the code
-Smart & intuitive design
–Priority 1 incident scroller
–Outlook-style module counts
-Color change on comments field (Field styles)
–Simultaneous task update alert
–Create user without leaving the form
–Knowledge search from homepage