Incident Management and Change Request..

[zrocky]

Hi,

Aside from using the developer instance, is there any other website we can look into on how to handle Incidents and Change Requests?

Thank you!

[Chuck Tomasi]

Hi Rocky,

Can you provide details on what it is you are trying to accomplish?

Per ITIL definitions (loosely translated): incidents are break/fix work that is transient in nature. It may or may not indicate an underlying problem. Change requests are made when a system change is needed (e.g. software patch) to the system. Changes may create future incidents (if the patch created more software bugs for example.)

What is it you are trying to figure out that facilitates a new system?

Here's some helpful links

ServiceNow - Incident Management

ServiceNow - Change Management

[zrocky]

Hi Chuck,

I apologize for not having enough details. I am currently a consultant for ServiceNow Admin and I have very little knowledge about the platform, let alone any IT background. I am looking for tools that can help me understand the platform better to be a good System Admin. I have no specific Incident or Change request that I need to solve currently, but I am looking for any information that can help me become an SME in this subject.

I appreciate the help and any information. The current link is on maintenance as well. I will check again later.

Thank you!

[Chuck Tomasi]

Hi Rocky,

I would start with those two links I provided. Here are some helpful videos as well:

ServiceNow Basics - YouTube

Administration - YouTube

[zrocky]

Thank you!