Classify incoming incidents and determine the appropriate assignment or priority.
Enterprise Software 
Cloud Technology
ServiceNowServiceNow Incident Resolution
Move from incident intake to guided resolution
Use AI agents to triage incidents, gather context, recommend actions, and route cases through governed resolution workflows with certified ServiceNow expertise.
Talk to an AI SpecialistAccelerate incident resolution with AI-powered analysis, recommendations, and automation.
Designed by ServiceNow-certified specialists
- AI-assisted incident triage and summarization
- Related incident and knowledge-based resolution recommendations
- Automated generation of work and resolution notes
- AI-driven workflows for incident resolution and closure
How Does It Work
Triage
The incident is classified, prioritized, and routed based on its type, impact, and defined ITSM rules.
Enrich
The agent gathers relevant incident details, knowledge, configuration information, and operational context.
Diagnose
AI analyzes the available context and identifies potential causes and recommended resolution paths.
Act
Configured actions or workflows are executed to address the incident or support the resolution process.
Escalate
Incidents that require human expertise, approval, or further investigation are routed to the appropriate team.
Preconfigured capabilities
What you can automate
Pull relevant incident, knowledge, configuration, and operational information into one workflow.
Use approved knowledge and defined workflows to recommend the next action.
Escalate incidents that require authorization, specialized expertise, or manual investigation.
Our ServiceNow Capabilities Map
Every layer, every module—this is where we operate, and where we move the needle. Our ServiceNow Pods bring together the right mix of certified talent, speed, and precision to make change happen across your organization.
Unified application logic
- Healthcare and Life Sciences (HLS)
- Financial Services Operations (FSO)
- Telecom (TSM)
- Manufacturing and Supply Chain Ops
External integrations- Dashboards & Performance Analytics
- Portals & Mobile Apps
- Now Mobile
- Agent Workspace
- Embedded GenAI Experiences
External integrations- SecOps
- SPM / ITBM
- CSM, FSM
- ITSM, ITOM, ITAM
- GRC / IRM
- HRSD
- Creator Workflows
External integrations- Control Tower
- AI Agent Builder
- Now Assist
- Predictive Intelligence
- Virtual Agent
- RPA Hub
External integrations- Data Fabric
- CMDB
- APIs and Connectors
- IntegrationHub
- ETL Tools
External integrations- Role-Based Access Control
- Now Platform
- App Engine
- Data Models
External integrations
Built for your ITSM environment
We configure incident logic, knowledge sources, integrations, escalation paths, and human approval points around your ServiceNow instance.