ServiceNow Incident Management supports the incident management process in the following ways:

• Log Incidents in the instance
• Classify incidents by impact and urgency to prioritise 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 analyse service levels and improvement

The goal of Incident Management is to restore normal service operation as quickly as possible, while minimising impact to business operations and ensuring quality is maintained.

Service Now users can record and track the incident until service is restored and the issue is resolved. Each Incident is generated through various methods as a task record that contains pertinent information. Incidents can be assigned to appropriate service desk members, who document the investigation and resolve the task.

ICEFLO allows you to escalate issues and raise Incidents from within the application and integrate these with ServiceNow.  ICEFLO users can view key, up-to-date information on the Incident from within ICEFLO.

ServiceNow Change & Release Management supports change and release process.  It allows you to:

• Control every aspect of the IT change processes from creation to approval
• Minimize change impact with clear information on risk and scheduling conflicts
• Accelerate change management using the Change Advisory Board (CAB)
• Workbench to schedule, plan, and manage CAB meetings from one place

ICEFLO allows you to integrate with ServiceNow and link changes at event, runbook or task level. You can view relevant data from ServiceNow within ICEFLO and from the ICEFLO tab in ServiceNow you can easily see any information required at a glance.