Process User Training: Incident Management
This is the first blog in a multi-part series on our customizable ITSM Process User trainings. Ensuring that process users are fully trained is critical to the success of your business. The training we create is customized according to your specific implementation of a ServiceNow application and can be delivered in many formats, matching your enablement strategy. These trainings are available On Demand on Now Learning as non-individualized learning experiences but can also be customized and delivered to your specifications.
Incident Management on the Now Platform
Incidents are the result of service failures or interruption. The goal of Incident Management is to restore services faster by enabling agents to manage work and collaborate using a single platform for IT processes, drive lower call volume using the self-service portal and ServiceNow chatbots and deliver a better consumer experience through intuitive omnichannel self-service and transparent, two-way communications.
This series of lessons describes and demonstrates how the service agent receives or creates an incident and how the incident is managed and tracked, from occurrence to classification, investigation, resolution, and closure.
This path and all courses within are targeted to the process user or service agent. The series of courses introduces the Incident Management process on the Now Platform, including the goals of Incident Management and its lifecycle: creation and classification of incidents, documenting the incident investigation, and how incidents are resolved and closed. In these courses you will learn how to define Incident Management, how to locate the Incident application and describe the high-level functions of each module and how to use the Now Platform to create, manage, and resolve an incident record.
These trainings reflect a base Now Platform with little to no custom configuration. Your actual platform configuration will vary with the needs of your organization.
This course provides an overview of the Incident Management process, the stakeholders who engage with the process, and introduces the Incident application on the Now Platform.
In this training you will learn the stages of the Incident Management lifecycle and the major activities in each stage, the stakeholders typically engaged with incident management and the purpose of each module included in the Incident application.
Incident Management: Creation and Classification
This course demonstrates how to complete the incident form and provide initial support, if appropriate. The course includes explanations of categorization, prioritization, and assignment of the incident.
In this training, you will learn how to create an incident using a number of methods, recognize default form values and required fields, identify how activities in support of the incident are recorded and identify which type of notation is received by which audience.
Incident Management: Investigation and Diagnosis
One way the service agent investigates the incident is by consulting existing data. This lesson provides guidance for locating related knowledge in the Now Platform and addresses parent/child record relationships, and the meaning of service level agreements (SLAs) and how they are affected by specific actions.
In this training, you will learn how to identify the activities included in this stage of the Incident Management lifecycle, name the States of an incident record during this stage of the lifecycle, find related search results in the knowledge base and locate and review the related incident, problem, and change records. You will also learn how to create and manage parent/child record relationships, interpret service level agreement (SLA) status and how your actions affect that status and pause and resume an incident investigation.
Incident Management: Resolution and Closure
This course delves into the conditions and methods required to resolve and close an incident, how an incident may be re-opened, and by whom.
In this training, you will learn the methods and process to resolve and close an incident record, how an incident is re-opened and how and under what conditions related records need to be created.
What’s Next?
In the next entry in this series, I will cover the Problem Management trainings that can be accessed on Now Learning or customized and delivered to your specifications by our Custom Training team. Training packages scale from a small group of process users or internal trainers to thousands of process users spread across the globe. Training is delivered via various formats including in‑person, virtual, on‑demand, and train‑the‑trainer. To receive information on tailoring these trainings to your needs please contact trainingae@servicenow.com.
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