--- 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 Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Incident Management ServiceNow Incident Management enables organizations to efficiently handle incidents through a structured process that includes identification, logging, classification, prioritization, assignment, escalation, resolution, and closure. Any user can report an incident and track it until the service is restored and the issue is resolved. Each incident is recorded as a task with all relevant details, facilitating organized and transparent management. Show full answer Show less ## Incident Management Workflow * **Incident Identification:** Incidents can be reported via email, SMS, phone calls, support chats, walk-ups, and applications. The service desk then determines if the issue is an incident or a request. * **Incident Logging:** Once identified as an incident, it is logged with details such as caller information, business service affected, configuration item, and contact type. * **Incident Categorization:** Assigning categories and subcategories to incidents helps in organizing and routing them effectively. * **Incident Prioritization:** Priorities are set based on impact and urgency to ensure alignment with SLA response times. * **Incident Response:** This includes initial diagnosis, escalation if needed, detailed investigation and diagnosis, application of solutions (software patches, configuration changes, hardware orders), and recovery confirmation within SLA. * **Incident Closure:** After resolution and service restoration, incidents are closed either manually or automatically based on defined criteria such as last update or resolution dates. ## Key Features * Multiple channels for incident logging (direct entry, email). * Classification by impact and urgency for effective prioritization. * Assignment to appropriate service desk groups for faster resolution. * Escalation capabilities for advanced support when necessary. * Resolution tracking and user notification upon incident closure. * Reporting tools to monitor service levels and identify improvement opportunities. ## Benefits for ServiceNow Customers ServiceNow Incident Management provides a comprehensive framework that streamlines incident handling, helping organizations maintain service quality and meet SLA commitments. It enhances transparency and accountability by allowing any user to log and track incidents throughout their lifecycle. The features supporting categorization, prioritization, escalation, and reporting enable service desks to respond efficiently and continuously improve service delivery. ServiceNow Incident Management supports the incident management process with the ability to identify and log incidents, classify and prioritize incidents, assign incidents to appropriate users or groups, escalate, resolve, and report incidents. ## Incident Management overview {#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 mention the number of days system must wait before initiating the auto-closing functionality."). Any user can log an incident within the system using the following methods. ## 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 emails, sms, phone call, 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 - Once 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 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 - Once 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. Once the incident is diagnosed, service desk can apply a solution, such as changing software settings, applying a software patch, or ordering new hardware. * Resolution and recovery - Happens 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. ## Additional resources {#incident-management-process__section_resources} For implementation guidelines and case studies, see [ServiceNow Community](https://community.servicenow.com/community). * **[Life cycle of an Incident](https://www.servicenow.com/docs/0pZzK22azynVNg~oFWGBLw)** Incident Management is responsible for managing the life cycle of incidents, from creation to closure.