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Major Incident Management

lvenna
Tera Contributor

Hello All,


We are in the process of launching Major Incident Management in our organization, and I need to provide training to users on how to create a Major Incident or promote an existing incident to a Major Incident.

I am aware of the basic Major Incident lifecycle, but before conducting the training, I would like to review more detailed lifecycle documentation. Could anyone point me to official documentation, guides, or training videos that clearly outline the end-to-end process of Major Incident Management in ServiceNow?

Any recommendations would be greatly appreciated.

 

Thank you,

Laxma,

1 ACCEPTED SOLUTION

Bhuvan
Mega Patron

@lvenna 

 

You can go through below YouTube video 

 

https://www.youtube.com/watch?v=M5tmVsQ6fp4

 

Go through below learning courses for Major Incident Management Fundamentals & Implementation

 

https://learning.servicenow.com/lxp/en/it-service-management/major-incident-management-fundamentals?...

 

https://learning.servicenow.com/lxp/en/it-service-management/major-incident-management-implementatio...

 

If you have access to Now Create, you can get more contents to prepare Presentations and reference material

Bhuvan_0-1757735397012.png

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

View solution in original post

This video is the second in a series of 6 sessions covering extended use cases for Service Operations Workspace (SOW) for ITSM. In this session we will see the new Major Incident features and functionality, and walk through handling of a major incident using the default capability provided out of
4 REPLIES 4

Hemanth M1
Giga Sage
Giga Sage

Hi @lvenna ,

 

Here is the complete guide (Please find the attached Process Guide)

 

You can also find more details on nowCreate: https://learning.servicenow.com/nowcreate/en/pages/nc-search?id=search&spa=1&q=major%20incident%20ma... 

 

 

 

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

Bhuvan
Mega Patron

@lvenna 

 

You can go through below YouTube video 

 

https://www.youtube.com/watch?v=M5tmVsQ6fp4

 

Go through below learning courses for Major Incident Management Fundamentals & Implementation

 

https://learning.servicenow.com/lxp/en/it-service-management/major-incident-management-fundamentals?...

 

https://learning.servicenow.com/lxp/en/it-service-management/major-incident-management-implementatio...

 

If you have access to Now Create, you can get more contents to prepare Presentations and reference material

Bhuvan_0-1757735397012.png

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

This video is the second in a series of 6 sessions covering extended use cases for Service Operations Workspace (SOW) for ITSM. In this session we will see the new Major Incident features and functionality, and walk through handling of a major incident using the default capability provided out of

@lvenna 

 

Did you get a chance to review this ?

 

If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

Nikhil Bajaj9
Tera Sage
Tera Sage

Hi @lvenna ,

 

Please check these links - 

https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/incident-management...

https://learning.servicenow.com/lxp/en/it-service-management/major-incident-management-fundamentals?...

 

Please appreciate my efforts, help and support extended to you by clicking on – “Accept as Solution”; button under my answer. It will motivate me to help others as well.
Regards,
Nikhil Bajaj

ServiceNow Rising Star-2025