Your incident manager receives a notification that your public website is down, and she has to do a hundred things at once. Figure out what the heck happened, calm the nerves of customers trying to do work, find the people who can fix it, get it fixed, and make sure your customers know it’s all good. What she really needs is a best-in-class service desk system and a leading collaboration platform to connect to ChatOps and update system status across a toolchain. This incident manager has all that with ServiceNow and xMatters.

She uses the Engage with xMatters feature built into ServiceNow to get help from the Network team and members of the management team, creating a conference bridge and a Slack channel to collaborate on the problem.

The xMatters collaboration platform operates through two-way integrations to enable functionality directly from ServiceNow. Your incident manager can open a room in her ChatOps tool and invite the relevant people in your company. She can start a conference bridge with a key stroke, inviting just the participants she wants. She can share information from the service desk ticket so everyone is working from accurate information.  

From a ChatOps tool like Slack, she can use slash commands to easily update status for your customers and other stakeholders to ease minds and prevent the deluge of inquiries that can interfere with incident resolution. 

And when the incident is resolved, xMatters preserves the chat channel transcript in back in ServiceNow. Flexibility and a feature-rich environment make ServiceNow an idea service desk tool for incident management.

xMatters eliminates toggling between tools. It lets your engineers work in their preferred tools, instead of doing everything in one master collaboration tool that they would rather not use. And xMatters puts information where people need it so they can take immediate action instead of keeping it in the master collaboration tool where it can sit in a silo. 

When you empower engineers to take action across their toolchain directly from notifications, they’re able to move through the incident lifecycle quickly and effectively, focusing on resolution activities and minimizing on downtime. 

Identify and resolve incidents faster with xMatters.

Request a demo