RISK-ORIENTED INCIDENT MANAGEMENT IN SERVICENOW EVENT MANAGEMENT

Incident management is essential to the stable operation of IT enterprises, especially when utilizing such platforms
as ServiceNow Event Management. Risk-oriented incident management focuses on the identification, assessment
and proactive mitigation of risks that may pose a disruption to services and result in greater resilience of the
organization.
The paper discusses how risk-based approaches can be incorporated into ServiceNow Event Management and
how its features, such as event correlation, automated workflows, and real-time event monitoring can be adjusted
to the concepts of risk management to enhance incident response. Using existing frameworks and approaches, the
article proposes ranking risks according to their potential effects and probability, thereby making IT operations
more sustainable.
This article offers a complete guide to help IT experts enhance the incident management workflows in ServiceNow
by integrating the knowledge of sustainable risk management, systemic approaches, and behavioural theories to
establish the culture of proactive risk reduction eventually.