---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Explore

# Exploring Incident Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
ServiceNow Incident Management supports the incident management process. Use it to identify, log, classify, prioritize, assign, escalate, resolve, and report incidents.

## Incident Management basics {#incident-management-process__section_yjl_mqm_2yb}

Any user can record an incident and track it until service is restored and the issue is resolved. Each incident is generated as a task record that contains pertinent information. Incidents can be assigned to appropriate service
desk members, who resolve the task and document the investigation. After the incident is resolved, you can manually close the incident. You can also close incidents automatically based on the last updated date or the resolution
date of the incident. For more information about auto-closing incidents, see [Configure incidents to close automatically](https://www.servicenow.com/docs/CGaprns6URjDp8D5B0Xu_w "Close incidents automatically based on the last updated date or the resolution date of the incident by configuring incident properties. You can also specify the number of days before resolved incidents close automatically.").

## Incident Management workflow {#incident-management-process__section_xmv_4qm_2yb}

ServiceNow Incident Management process follows these steps:

1. Incident identification - The first step in the life of an incident is incident identification. You can report incidents through email, SMS, phone calls, support chats, walk-ups, and applications. The service desk decides if the issue is truly an incident or if it is a request.
2. Incident logging - After an issue is identified as an incident, the service desk logs the incident. The incident should include information, such as the caller, business service, configuration item, and contact type. The logging process includes:
   * Incident categorization - Incident categorization is a vital step in the incident management process. Categorization involves assigning a category and at least one subcategory to the incident.
   * Incident prioritization - Incident prioritization is important for service level agreement (SLA) response adherence. The priority of an incident is determined by its impact on users or business and its urgency.
   {#incident-management-process__ul_ehs_qb2_d3b}
3. Incident response - After an incident is identified, categorized, prioritized, and logged, the service desk can handle and resolve the incident. Incident resolution involves the following steps:
   * Initial diagnosis - Occurs when the user describes the problem and answers troubleshooting questions.
   * Incident escalation - Happens when an incident requires advanced support, such as sending an on-site technician or assistance from certified support staff.
   * Investigation and diagnosis - Takes place during troubleshooting when the initial incident hypothesis is confirmed as being correct. After the incident is diagnosed, the service desk can apply a solution, such as changing software settings, applying a software patch, or ordering new hardware.
   * Resolution and recovery - Happens when the service desk confirms that the service of the user is restored within the stipulated SLA time.
   * Incident closure - At this point, the incident is considered closed and the incident process ends.
   {#incident-management-process__ul_xhp_sb2_d3b}
{#incident-management-process__ol_fmr_4b2_d3b}

## Incident Management benefits {#incident-management-process__section_zhq_sqm_2yb}

ServiceNow Incident Management supports the incident management process in the following ways:

* Log incidents in the instance or by sending email.
* Classify incidents by impact and urgency to prioritize work.
* Assign to appropriate groups for quick resolution.
* Escalate as necessary for further investigation.
* Resolve the incident and notify the user who logged it.
* Use reports to monitor, track, and analyze service levels and improvement.
{#incident-management-process__ul_x53_pnb_vy}Any user can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved.
* **[Incident life cycle](https://www.servicenow.com/docs/0pZzK22azynVNg~oFWGBLw)**   
  Incident Management manages incidents through a defined set of states, from creation to closure, so you can track where each incident is in its life cycle.