Incident Management in ServiceNow refers to the process of efficiently and effectively handling and resolving incidents that occur within an organization’s IT environment. An incident is an unplanned interruption or reduction in the quality of an IT service. Incident Management aims to restore normal service operations as quickly as possible to minimize disruption and impact on the business. Here’s how Incident Management typically works in ServiceNow:

1. Incident Reporting: The process begins when an incident is reported. This can be done by end-users, customers, or automated monitoring systems. ServiceNow allows incidents to be logged manually or through various channels, such as a self-service portal, email, or mobile app.

2. Incident Identification: ServiceNow helps in categorizing and identifying incidents based on their type and impact. This categorization is essential for prioritizing incidents appropriately.

3. Incident Recording: Incidents are recorded in the ServiceNow platform, creating incident records. These records include details such as the incident description, affected services or systems, and contact information for the person reporting the incident.

4. Classification and Prioritization: ServiceNow allows incidents to be classified based on predefined categories and prioritized based on the impact and urgency of the incident. The classification and prioritization help in assigning the appropriate resources and setting expectations for resolution times.

5. Incident Assignment: Incidents are assigned to the appropriate support teams or individuals responsible for resolving them. ServiceNow’s assignment rules and workflows can automate this process, ensuring that incidents are directed to the right teams.

6. Incident Tracking: ServiceNow provides a centralized platform for tracking the status of incidents. Support teams use the platform to update incident records with their progress and actions taken.

7. Communication: Effective communication is crucial during Incident Management. ServiceNow facilitates communication by sending notifications and updates to relevant stakeholders, including IT teams, management, and affected end-users.

8. Incident Resolution: The assigned support teams work on resolving the incident. ServiceNow provides collaboration tools and access to knowledge bases to assist in resolving incidents efficiently.

9. Closure: Once the incident is resolved and verified, it is marked as closed in ServiceNow. Closure can trigger user satisfaction surveys to gather feedback and assess the quality of the resolution.

10. Incident Reporting and Analysis: ServiceNow offers reporting and analytics capabilities, allowing organizations to analyze incident data, identify trends, and make informed decisions for process improvement.

11. Continuous Improvement: Incident Management in ServiceNow promotes a culture of continuous improvement. Lessons learned from incidents can be used to update processes, documentation, and procedures to prevent similar incidents in the future.