The ServiceNow® Quality Issue Management application enables manufacturing organisations to identify, manage, and resolve product quality issues across their lifecycle from initial detection to remediation and closure.

Designed for OEMs and manufacturers, the application provides a structured yet flexible framework to capture non-conformances, assess their impact on assets and customers, perform root cause analysis, and execute corrective, containment, and other remediation actions. By bringing quality data, workflows, and stakeholders into a single system of record, this application improves visibility, accountability, and time to resolution while supporting continuous improvement initiatives.

The application is delivered through two following complementary plugins that together support both day-to-day issue resolution and long-term quality improvement programs.

1. Manufacturing Quality Management
2. Remediation Management

Remediation Management

The Remediation Management plugin extends Quality Issue Management by enabling organizations to analyze root causes and execute structured remediation plans covering both operational and financial actions. It supports immediate containment and corrective actions as well as long-term corrective and preventive measures, ensuring issues are resolved effectively and sustainably. Initiate work orders to coordinate field execution of these actions

Submitters are granted controlled access to Remediation action plan, Correction actions and related expense/planned lines to increase transparency and enable early cost visibility. New contextual UI guidance buttons have been introduced across key records to help users understand next steps and progress remediation activities efficiently.

**Root Cause Analysis (RCA)**
Define and document root causes using structured RCA records, supporting consistent problem-solving practices. Cause Categories can be configured to classify root causes consistently, improving reporting and trend analysis.

**Remediation Action Planning**
Create and manage remediation action plans that group related actions, timelines, and owners under a single remediation strategy.

**Multiple Remediation Action Types**
Support different remediation action categories to address quality issues across short- and long-term horizons, including:

**Correction** actions to fix the specific instance of non-conformance

**Containment** actions to immediately control and limit impact

**Corrective** actions to eliminate the root cause and prevent recurrence

**Preventive** actions to proactively reduce the risk of future issues

**Work Order Initiation** Initiate one or more FSM Work Orders directly from a Non Conformance task or from these above remediation action to coordinate field execution of quality work. Work Order short description & description are auto-populated from the source record, and if account details are available, the company field is auto-populated as well. A Task/Action cannot be closed as Complete unless all linked Work Orders reach end state 

**Financial Request Management**
Track remediation-related financial requests to manage cost approvals and budget visibility.

**Planned Line Charges**
Define planned remediation costs at a detailed line-item level to support estimation and forecasting.

**Expense Line Tracking**
Capture actual expenses incurred during remediation to enable cost tracking and variance analysis.

**End-to-End Traceability**
Maintain clear traceability from issues to root causes, actions, and financial impact.