Incident is any disruption in the service/normal operation.
An incident can be as simple as a blocker/hindrance caused in the process of implementing any routine operations/services.
Examples of Incidents:
- Unable to access shared folder or drive
- Some server related issue is faced, while trying to access an application
- Not able to access internet
- Printer is not working
Incident Management – helps to restore the service/operation to customers as quickly as possible.
Incident States in ServiceNow :
- New – Incident is logged
- In Progress – Incident is assigned and investigation has started
- On Hold – Observed dependency on another team to respond or waiting for another service. On Hold Reason has to logged here.
- Resolved – Desired fix is provided to make sure incident does not occur again
- Closed – Incident is marked as Closed, Once Incident remains in Resolved state for a specific amount of time.
- Cancelled – Unnecessary or Duplicate or Not an incident – Marked as Cancelled.
Above states can be considered as Lifecycle of an incident in ServiceNow.
Incident management minimizes impact to business operations and maintains quality.
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