AI Agents

Aastha Singh
Tera Contributor

Hi, I want to know about all the OOTB functionalities available for Major incident management in ServiceNow. The use case is to use only OOTB workflows or plugins to provide the resolution for MIM but no customization is allowed at this level of development currently. Please let me know your responses so that I can get help on this.

3 REPLIES 3

yashkamde
Giga Sage

Hello @Aastha Singh ,

 

I would recommend first checking which Incident management related plugins/applications are activated in your instance and then mapping the OOTB functionality against your business process.

Also there are some agentic workflows which uses the following AI agents:

Screenshot 2026-10-05 120411.png

 

Refer this :

Agentic AI ServiceNow Otto for Incident Management 

 

The OOB ITSM AI Agent Use Cases(Generate post incident reviews) 

 

If my response helped mark as helpful and accept the solution.

Tanushree Maiti
Tera Patron

Hi @Aastha Singh 

 

Check this ServiceNow documentation to get all use cases of MIM

Quick start tests for Major Incident Management 

 

MIM: Major Incident Management test suite
TestDescription
MIM: Create a Major IncidentTest to verify the creation of major incident from the application navigation module.
MIM: Create a Major Incident CandidateTest to verify the Create a Major Incident Candidate module from navigation menu.
MIM: Create a Major Incident from a Major Incident CandidateTest to verify the creation of a major incident from a major incident candidate.
MIM: Major Incident Candidate creation when it matches Major Incident Management trigger ruleTest to verify the creation of a major incident candidate when conditions to create a major incident match the major incident management trigger rule.
MIM: Propose a major Incident (Assignment group empty)Test to verify auto assignment of major incident candidate when an incident is proposed as a major incident and the Assignment group and the Assigned to fields are empty.
MIM: Propose a major Incident (Assignment group is not empty)Test to verify the auto assignment of a major incident when an incident is proposed as major incident and the Assignment Group and the Assigned to fields are not empty.
MIM: Promote a candidate to major Incident (Assignment group is empty)Test to verify auto assignment of major incident when a candidate is promoted to a major incident and the Assignment Group is empty.
MIM: Promote a candidate to major Incident (Assignment group is not empty)Test to verify auto assignment of major incident when a candidate is promoted to a major incident and the Assignment group is not empty.
MIM: Reject a Major Incident CandidateTest to verify the rejection of a major incident candidate.
MIM: Demote a Major IncidentTest to verify whether a major incident gets demoted to an incident.
MIM: Major Incident closureTest to validate the major incident closure functionality.
MIM: State sync up with ICP and ICTTest is to verify the state sync up with Incident Communication Plan and Incident Communication Task.
MIM: ICP attached to an Incident based on conditions and its state sync up with ICTTest is to verify Incident Communication Plan attached to an Incident based on defined conditions.
MIM: Resolving MI and PIRTest is to verify resolving a Major Incident and Post Incident Report.
MIM: Major Incident workbench layout verificationTest is to verify Major Incident workbench layout verification.
MIM: Verify communication task from MI workbenchTest is to verify communication task from MI workbench.

 

Also check : https://www.servicenow.com/docs/r/it-service-management/incident-management/major-incident-managemen...

https://www.servicenow.com/docs/r/it-service-management/incident-management/major-incident-managemen...

 

 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

Dr Atul - LNG
Tera Patron

Hi @Aastha Singh 

 

This is my very old video but helpful

https://youtu.be/SW_ZacFHT34

 

https://www.servicenow.com/docs/r/it-service-management/incident-management/installed-with-mim.html

 

****************************************************************************************
Regards
Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
******************************************************************************************
OOTB Demo of ServiceNow Major Incident Management Process LinkedIn:https://www.linkedin.com/in/atulgroverservicenowconsultant Redistribution or copying of functionality is not allowed!