Incident management

The goal of Incident Management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained.

The ServiceNow platform supports the incident management process with the ability to log incidents, classify according to impact and urgency, assign to appropriate groups, escalate, and manage through to resolution and reporting. Any ESS user can log in to an instance to record the incident and track it through the entire incident life cycle until service has been restored and the issue has been completely resolved.

Within the platform, incidents are handled with the task record system. Each incident is generated through a variety of methods as a task record, and populated with the pertinent information in individual fields. These tasks can be assigned to appropriate service desk members, who will deal with the task as appropriate. Once the incident has been properly dealt with, it is closed.

Log incidents

Any user can create an incident within the system by default.

Table 1. Log an incident
Location Process
Employee Self Service ITIL users or administrators can use the Create New module in the Incident application, or select New from the Incident list. The Watch list, Incident state, and Impact fields are available on the ESS view of the Incident form and the variable formatter is not available. ESS users have write access to the Watch list and Impact fields.
Record producers Use the Create a New Incident record producer in the service catalog. (This record producer sets the Contact Type field of the resulting incident to Self-Service.)
Inbound email actions An email addressed to the instance mailbox can create an incident according to inbound email actions.
Note: If the Security Incident Response plugin is activated, you can click the Create Security Incident button on the New Incident form to create a security incident from the currently displayed incident.

Identifying incidents

In addition to having users log incidents, it is possible to automatically generate incidents from pre-established conditions. Business rules use JavaScript to generate an incident after a certain series of conditions has been met. It is also possible to generate incidents from outside the platform with SOAP messaging.

The incident alert management application allows you to manage communications around high-priority incidents. See Incident Alert Management.