Incident Management Overview

[marystromberg]

This video provides an introduction to incident management according to the Information Technology Infrastructure Library (ITIL) framework. It also demonstrates incident management on the ServiceNow platform. It applies to all supported ServiceNow releases as of Jakarta. The itil role is required to perform the actions shown in this video.

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Incident Management Overview covers:

0:27 Introduction to incident management

3:32 Creating an incident

4:17 Working on an incident

6:19 Resolving, closing, and reopening an incident

6:41 Creating a knowledge base article from an incident

7:37 Escalating an incident

10:42 Creating a problem or change from an incident

For more information on incident management, see:

• Quick Start—An Overview of ITIL Service Operation
• AXELOS ITIL Best Practices
• ServiceNow product documentation: Incident Management
• ServiceNow product documentation: Incident Management process
• Servicenow product documentation: Log an incident
• Servicenow product documentation: Work on incidents
• Servicenow product documentation: Incident resolution and closure
• Servicenow product documentation: Incident monitoring and tracking
• Servicenow product documentation: Create knowledge from an incident or problem

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