Process flow Diagram of Incident Management

[belurgsu]

Hi,
Where can I get Process flow Diagram (flowchart) of Incident Management..?

[mlbecker]

Hi,
you can find the Incident Management process flow in the ITIL Service Operation book.
A description of the process activities is also on Wikipedia (http://en.wikipedia.org/wiki/Incident_management_%28ITSM%29).
These activities are covered in the Service-Now Incident Management application.
Hierarchical Escalation is covered by the "Default SLA workflow".