Explore: Incident Management ServiceNow Basics | Tutorial

Article briefs about ServiceNow Incident Management, Incident Management Process, various ways to create incident, incident severity priority and impact. At the bottom of this ServiceNow Tutorial a video is attached which provide practical demonstration of Incident Management ServiceNow process in ServiceNow instance.

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In ServiceNow Incident Management is an ServiceNow ITSM application and it is one of the mostly used application by organizations.

Basically, ServiceNow incident management application is treated as ticketing application. If anyone in an organization have any problem regarding IT business services, then he/she raise incident ticket for the same in ServiceNow tool.

ServiceNow Incident Management process ensures to restore services as quickly as possible and ensuring the best service quality and availability within the agreed service levels.

So, before getting into incident management process we first understand basic concepts of incident management. 

In this article very basics of incident management and it process in ServiceNow has been covered as mentioned below:

  • What is incident in ServiceNow?
  • How to create an incident in ServiceNow tool?
  • In how many ways, Incident has been created in ServiceNow?
  • List of some examples of incident in ServiceNow?
  • What kind of incident to be considered for creating a problem ticket in ServiceNow?
  • What is impact, urgency and priority in Incident record?
  • Incident Management ServiceNow Process Video Demonstration in ServiceNow Instance

What is Incident in ServiceNow?

An incident is an event of interruption or disruption or degradation in normal service operation. An open incident in ServiceNow implies that the customer is impacted, or it represents the business risk. 
Some examples of incident in ServiceNow are as mentioned below:

  • Business services can’t access exchange server or server is down.
  • Some server related error is displaying while accessing some application.
  • Unable to access shared folder or drive
  • Software deployment fails resulting an extended outage.
  • Firewall causing problem while doing integration with other applications.
  • Hardware crashed which brings several business services down.
  • Not able to access outlook or not getting new emails.
  • Not able to connect VPN etc.

There are many other examples as well of an incident in ServiceNow which has a business impact.

How to create an incident in ServiceNow from a ServiceNow Interface?

There are two Interface available in ServiceNow tool to create an incident ticket.

Create an incident in ServiceNow from first available interface:

Steps to create an incident in ServiceNow are as mentioned below:
  • Logged in ServiceNow Tool.
  • Navigate to self service  -- click on incident module
  • Fill mandatory information such as caller, short description and urgency.
  • Click on Submit button
Once you click on submit incident ticket get created and will be assigned to any assignment group for resolution.

Create an incident in ServiceNow from Second available interface:

Steps to create an incident in ServiceNow are as mentioned below:
  • Logged in ServiceNow Tool.
  • Navigate to incident--Click on create new module
  • Fill mandatory information such as caller, short description, select impact and urgency.
  • Click on Submit button
Once you click on submit incident ticket get created and will be assigned to any assignment group for resolution.

The main difference between the first interface and second interface is, that second interface is mainly used by IT Service Desk.

Different ways through which incident ticket can be created in ServiceNow?

Incident in ServiceNow can be created in multiple ways as mentioned below:
  • User can open incident tickets via the user interface Self Service module available in ServiceNow.
  • Incident ticket can be automatically opened by a monitoring tool.
  • IT service desk team can open an incident ticket on behalf of user reported by user via e-mail, phone and walk-ins.
  • The monitoring Team can open the incident Ticket for qualified alerts.

What kind of incident to be considered for creating a problem ticket in ServiceNow?

Below are the kind of incident considered for problem ticket to be created:
  • One or more incident together can cause a problem. So a problem ticket can be created for an incident which is affecting many users.
  • If the same incident is occurring many times than it can be a reason to open problem ticket for the same.

What is impact, urgency and priority in incident Ticket?

Impact: How potential damaged has be done is due to disruption of service.

Urgency: How soon incident need to be resolved.

Priority: In ServiceNow priority is the combination on impact and urgency. Whatever impact and urgency user select, based on that priority automatically get set.

In incident ticket or record SLA are based on priority. Means if incident ticket priority is 1-critical then Service Level Agreement timing is less, and the priority 1 incident has to be resolved as soon as possible because it must be having a high impact on business services.

Incident Management ServiceNow Process Video Demonstration:

Below video will help you to understand the incident management process and will also clear your doubts.



I hope this Incident Management ServiceNow tutorial helps you to understand that how many different ways we can create an incident in servicenow and basics of ServiceNow Incident Management. You can find more servicenow tutorial and servicenow tutorial video in this website. Thank you Good Luck.

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