Contents IT Service Management Previous Topic Next Topic Incident Management Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Incident Management The goal of Incident Management is to restore normal service operation while minimizing impact to business operations and maintaining quality. ServiceNow Incident Management supports the incident management process in the following ways: Log incidents in the instance or by sending email. Classify incidents by impact and urgency to prioritize work. Assign to appropriate groups for quick resolution. Escalate as necessary for further investigation. Resolve the incident and notify the user who logged it. Use reports to monitor, track, and analyze service levels and improvement. Any user can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved. Explore Incident Management process Incident Management state model Upgrade to New York Domain separation in Incident Management Set up Create an incident template Create a record producer Configure incident categories or subcategories Define an assignment rule for incidents Configure Incident Management Administer Show flagged VIPs in the incident list Use Create incident Major incident management Copy an incident or create child incident Promote an incident Develop Developer training Developer documentation Integrate Incident ticketing integrations Troubleshoot and get help Ask or answer questions in the Incident Management community Search the HI knowledge base for known error articles Contact ServiceNow Support On this page Send Feedback Previous Topic Next Topic
Incident Management The goal of Incident Management is to restore normal service operation while minimizing impact to business operations and maintaining quality. ServiceNow Incident Management supports the incident management process in the following ways: Log incidents in the instance or by sending email. Classify incidents by impact and urgency to prioritize work. Assign to appropriate groups for quick resolution. Escalate as necessary for further investigation. Resolve the incident and notify the user who logged it. Use reports to monitor, track, and analyze service levels and improvement. Any user can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved. Explore Incident Management process Incident Management state model Upgrade to New York Domain separation in Incident Management Set up Create an incident template Create a record producer Configure incident categories or subcategories Define an assignment rule for incidents Configure Incident Management Administer Show flagged VIPs in the incident list Use Create incident Major incident management Copy an incident or create child incident Promote an incident Develop Developer training Developer documentation Integrate Incident ticketing integrations Troubleshoot and get help Ask or answer questions in the Incident Management community Search the HI knowledge base for known error articles Contact ServiceNow Support
Incident Management The goal of Incident Management is to restore normal service operation while minimizing impact to business operations and maintaining quality. ServiceNow Incident Management supports the incident management process in the following ways: Log incidents in the instance or by sending email. Classify incidents by impact and urgency to prioritize work. Assign to appropriate groups for quick resolution. Escalate as necessary for further investigation. Resolve the incident and notify the user who logged it. Use reports to monitor, track, and analyze service levels and improvement. Any user can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved. Explore Incident Management process Incident Management state model Upgrade to New York Domain separation in Incident Management Set up Create an incident template Create a record producer Configure incident categories or subcategories Define an assignment rule for incidents Configure Incident Management Administer Show flagged VIPs in the incident list Use Create incident Major incident management Copy an incident or create child incident Promote an incident Develop Developer training Developer documentation Integrate Incident ticketing integrations Troubleshoot and get help Ask or answer questions in the Incident Management community Search the HI knowledge base for known error articles Contact ServiceNow Support
