Health and Safety Incident Management workflow example

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The safety incident workflow available with Health and Safety Incident Management connects employees and safety department and agents to quickly initiate, investigate, and resolve safety incidents and observations in your organization.

    The following graphic shows a simplified example of the safety incident reporting workflow in Health and Safety Incident Management. It shows at a high level, the end-to-end scenario of what happens when a warehouse accident is reported in ServiceNow Health and Safety Incident Management.
    Figure 1. Health and Safety Incident Management workflow example for handling a safety incident
    Workflow example that shows how a safety incident is handled using the Health and Safety Incident Management application. For a text description, refer to the workflow steps that follow.
    When a safety incident is created, the Report an incident workflow initiates a playbook configured for safety incidents. Safety agents log in to Health and Safety Workspace, complete their assigned tasks, and update incident status throughout the workflow. The incident playbook guides agents through the steps that are needed to resolve it.
    As an employee, operations manager, or safety manager
    A warehouse employee sees a colleague getting injured in an accident at the workplace. The employee submits an incident in the Employee Center with a description of what happened.

    The employee can also notify a safety operations manager (such as a line manager) or safety manager who can then create a safety incident on behalf of the injured person.

    As a safety manager or safety agent
    1. A safety manager or agent opens the incident from the incident list, assigns it to themselves or another safety agent, and updates its details in the incident playbook.

      The incident workflow is triggered automatically.

    2. The safety manager or agent starts the investigation using the incident playbook activities that might include:
      • Gathering information and updating the incident details
      • Adding people involved in the incident such as an injured person, witnesses, and so on.
      • Logging an injury and illness report for the injured person and adding the assets involved
      • Performing root cause analysis for the incident
    3. The manager or agent also prepares recommended actions to avoid such an incidence in the future.
    As a safety compliance manager
    In the incident playbook, a compliance manager reviews the injury and generates reporting forms, for example, an OSHA 301 form.