Incident Management Platform Infused with Observability Launched by ServiceNow

Recently, ServiceNow added an incident response/management platform to its software-as-a-service (SaaS) collection. Lightstep Incident Response (LIR) app is based on the Lightstep observability platform acquired by ServiceNow last year. This ServiceNow Incident Management app gives developers more control over managing incident responses more effectively. Now, developers and site reliability engineers (SRE) can reduce lost time with automation by responding to incidents (software bugs, power outages, or downed networks) faster and easier.

The best benefit of Lightstep Incident Response for the DevOps team is that it delivers access to observability tools so that developers can determine the root cause of incidents swiftly through a self-service portal. The LIR app also natively incorporates the Now Platform, created by ServiceNow for IT service management (ITSM). That integration will empower organizations to merge ITSM and DevOps workflows easily.

ServiceNow Incident Management Platform Launched

RJ Jainendra, VP and GM of emerging businesses at ServiceNow, said, “What we are hearing from developers and SREs is eliminating ‘context switch’—flipping between observability, on‑call, collaboration, and incident management tools—would reduce human errors and speed up response times. With Lightstep Incident Response, we provide teams with a single platform that orchestrates on‑call escalation, alert grouping, incident analysis, and remediation, while seamlessly integrating with collaboration and incident management tools to eliminate context switch and resolve incidents with speed.”

Lightstep helps ServiceNow accomplish its overall aim of becoming an end-to-end program for app development organizations. Lightstep incident response offers trustworthy notifications, collaboration, on-call scheduling, automatic escalations, and other functions to:

  • help notify teams,
  • respond to incidents, and
  • fix issues quickly

Lightstep Incident Response (LIR) combines top observability, monitoring, and collaboration tools (Zoom, LogicMonitor, and Sumo Logic). ServiceNow added, “For ServiceNow customers, Lightstep Incident Response natively integrates with the Now Platform, allowing users to quickly respond to or escalate incidents to the right team all on one platform and connecting incident response to core operations—putting the entire power of their organization behind the end‑customer experience.”

Lightstep GM Ben Sigelman said, “Combining real‑time observability and incident response gives on‑call engineers powerful insight into the changes that matter and the ability to act quickly. With the introduction of the LIR, we are delivering the all‑in‑one solution for developers and SREs to act with the speed and efficiency necessary to maintain exceptional experiences for customers using their apps and services.”

ServiceNow Incident Management Best Practices

IT Service Management (ITSM) has completely changed in the past few years. The growing use of smartphones and mobile devices has altered the way people interact with technology and information. Look at the following simple steps that every business enterprise should adopt into their IT sector to transform their work environment and improve incident management. These include:

  • Clearly define incident
  • Create robust workflows
  • Document major incident processes for continual service improvement
  • Equip employees with the right tools
  • Execute the right resources
  • Improve your knowledge base
  • Keep your stakeholders updated and informed
  • Provide training to employees
  • Review and report on significant incidents
  • Tie major incidents with other ITIL processes

Note that significant incidents are inescapable. Moreover, every step is a learning curve for you and your team. Stick to these practices can help you move toward getting the best out of significant incidents.

ServiceNow Incident Management Process Flow

ServiceNow Incident Management (IM) supports the incident management process by identifying and logging incidents, classifying, prioritizing incidents, assigning incidents to appropriate users or groups, escalating, resolving, and reporting incidents. You can log an incident within the system in many ways, such as by e-mail, telephone, or service Portal. The details of the incident are recorded and can be accessed later. After you submit the incident, the status of the incident changes to Submitted, where it is available for viewing by other users. When a technician logs on to resolve the issue, the information about that incident is opened in a record form on their computer. ServiceNow Incident Management process follows these steps:

  1. Incident identification
  2. Incident logging – Incident categorization and incident prioritization
  3. Incident response – Initial diagnosis, Incident escalation, Investigation and diagnosis, Resolution and recovery, and Incident closure

Summing Up

Professional ServiceNow consultants can help you get the most out of the ServiceNow incident management (LIR) tool with their consultancy services. Lightstep’s Response application, a significant development resulting from the purchase of Lightstep, has been well received by customers. They have noted that it will likely become a key offering, extending the Now Platform and enabling IT teams to deal with the future workplace.

ServiceNow continues to make moves that will advance its changing strategy of how people work.


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