ServiceNow incident management | ServiceNow IT Ticket Management | ServiceNow Incident Process

[Amit Gujarathi]

Hi All, Hope you all are doing fine. In today’s tutorial, we will be looking into the ServiceNow Incident management or we can also call it as ServiceNow IT ticket management module. IN this tutorial we will try to understand the following topics: 1. What is incident management in ServiceNow 2. How we can create a ticket in ServiceNow 3. Life cycle of the ServiceNow incident management system So let’s try to understand first what is Incident Management in ServiceNow Incident Management : Incident Management restores normal service operations 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 an email. • Classify incidents by impact and urgency to prioritize work. • Assign to appropriate groups for a 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. ServiceNow Incident Management process follows these steps: 1. Incident identification 2. Incident logging o Incident categorization o Incident prioritization 3. Incident response o Initial diagnosis o Incident escalation o Investigation and diagnosis o Resolution and recovery o Incident closure Please subscribe to my channel Technomonk to get such videos in the future. Regards, Amit Gujarathi (Team Technomonk)