What's an Incident in ServiceNow?

Edward Rosario
Mega Sage
Mega Sage

‎01-16-2023 05:12 AM

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:

 

  1. Unable to access shared folder or drive
  2. Some server related issue is faced, while trying to access an application
  3. Not able to access internet
  4. Printer is not working

 

Incident Management – helps to restore the service/operation to customers as quickly as possible.

 

Incident States in ServiceNow :

 

  1. New – Incident is logged

 

  1. In Progress – Incident is assigned and investigation has started

 

  1. On Hold – Observed dependency on another team to respond or waiting for another service. On Hold Reason has to logged here.

 

  1. Resolved – Desired fix is provided to make sure incident does not occur again

 

  1. Closed – Incident is marked as Closed, Once Incident remains in Resolved state for a specific amount of time.

 

  1. 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.

 

Share your thoughts on Incident Management!

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sumanta pal
Kilo Guru

‎01-19-2024 02:21 AM


- Incident in ServiceNow refers to any disruption in the normal operation or service. Examples include inability to access shared folders, server issues, internet access problems, or printer malfunctions.
- Incident Management in ServiceNow aims to restore the service or operation to its normal state as quickly as possible to minimize business impact and maintain quality.
- The lifecycle of an incident in ServiceNow includes several states:
- New: The incident is logged.
- In Progress: The incident is assigned and investigation has started.
- On Hold: The incident is dependent on another team or service. The reason for being on hold must be logged.
- Resolved: A fix is provided to prevent the incident from recurring.
- Closed: The incident is marked as closed after remaining in the resolved state for a specific amount of time.
- Cancelled: The incident is marked as cancelled if it is unnecessary, duplicate, or not an incident.
- The Incident Management process in ServiceNow is crucial for maintaining business operations and ensuring service quality.

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