• An incident in ServiceNow represents any event that interrupts or degrades a service or a system’s normal operation. Incidents can include things like hardware failures, software errors, network outages, and more.

Key Features of ServiceNow Incidents:

1. Reported Issues: Users or IT staff can report incidents through various channels, such as a self-service portal, email, or phone. When an incident is reported, it is assigned a unique identifier.

2. Classification: Incidents are typically classified based on their impact and urgency. This classification helps prioritize incident resolution. Common classifications include “Priority 1” for critical issues and “Priority 2” for high-impact issues.

3. Assignment: Incidents are assigned to IT support staff or teams responsible for resolving them. The assignment can be automatic or manual, depending on the organization’s workflow.

4. Work Notes: ServiceNow incidents often include a “work notes” section where IT staff can document their actions, findings, and progress in resolving the incident. These notes help create a record of the incident’s lifecycle.

5. Communication: ServiceNow incidents often include communication features that allow support staff to notify affected users or stakeholders about the incident’s status and updates.

6. Resolution and Closure: Once the incident is resolved and normal service is restored, it is marked as “resolved” or “closed.” This indicates that the issue has been addressed, and the incident is considered complete.

7. SLA Management: Service Level Agreements (SLAs) may be associated with incidents, specifying the expected resolution time. ServiceNow can track and report on SLA compliance.

8. Escalation: If an incident isn’t resolved within the defined timeframes or if it requires additional attention, it may be escalated to higher-level support or management.

9. Reporting and Analytics: ServiceNow provides reporting and analytics capabilities to track incident trends, identify recurring issues, and improve overall service quality.