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3 weeks ago
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.
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3 weeks ago
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:
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.
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3 weeks ago
Check this ServiceNow documentation to get all use cases of MIM
Quick start tests for Major Incident Management
| MIM: Major Incident Management test suite | |
| Test | Description |
| MIM: Create a Major Incident | Test to verify the creation of major incident from the application navigation module. |
| MIM: Create a Major Incident Candidate | Test to verify the Create a Major Incident Candidate module from navigation menu. |
| MIM: Create a Major Incident from a Major Incident Candidate | Test 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 rule | Test 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 Candidate | Test to verify the rejection of a major incident candidate. |
| MIM: Demote a Major Incident | Test to verify whether a major incident gets demoted to an incident. |
| MIM: Major Incident closure | Test to validate the major incident closure functionality. |
| MIM: State sync up with ICP and ICT | Test 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 ICT | Test is to verify Incident Communication Plan attached to an Incident based on defined conditions. |
| MIM: Resolving MI and PIR | Test is to verify resolving a Major Incident and Post Incident Report. |
| MIM: Major Incident workbench layout verification | Test is to verify Major Incident workbench layout verification. |
| MIM: Verify communication task from MI workbench | Test is to verify communication task from MI workbench. |
Also check : https://www.servicenow.com/docs/r/it-service-management/incident-management/major-incident-managemen...
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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3 weeks ago
This is my very old video but helpful
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
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