Incident Management Process in ServiceNow¶
Role: itil
Available for Teams: All
An INCIDENT is any unplanned interruption or reduction in the quality of service.
They can be failures or queries reported by users, the service team, or by some event monitoring tool.
Incident Management is a process that helps organizations handle and resolve these incidents efficiently and effectively. It ensures that when something goes wrong with the technology you're using, there’s a structured approach to addressing and fixing the issue as quickly as possible.
Here’s how ITIL Incident Management works:¶
- Incident Reporting
- Incident Logging
- Incident Categorization and Prioritization
- Incident Investigation and Resolution
- Incident Communication
- Incident Resolution and Closure
The key takeaway is that Incident Management is the process that helps organizations handle and resolve unexpected problems with the technology you’re using.
It provides a structured approach to quickly fix issues, keep you informed about progress, and minimize disruptions to your work.
Incident Management Workflow Diagram¶
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