ServiceNow’s Incident Management module is a key part of its broader IT Service Management (ITSM) suite, focusing on restoring service operations as quickly as possible following an incident, in order to minimize impact on business operations. Here’s a detailed overview:

1. Incident Identification and Logging: Incidents can be reported through various channels like email, self-service portal, phone, or automatically detected by monitoring tools. Each incident is logged and assigned a unique identifier.

2. Categorization and Prioritization: Incidents are categorized by type (e.g., software, hardware) and prioritized based on their impact and urgency. This helps in directing incidents to appropriate teams and in determining response times.

3. Investigation and Diagnosis: ServiceNow provides tools and integrations for IT staff to investigate and diagnose the issue. This may involve consulting a knowledge base, running diagnostic tools, or collaborating with other teams.

4. Resolution and Recovery: Once the cause is identified, steps are taken to resolve the issue. The resolution process is documented in the incident record. ServiceNow facilitates tracking of the resolution steps and updates on the incident status.

5. Closure: After resolving the incident, it is formally closed in the system. Closure includes ensuring that the issue is resolved to the satisfaction of the user and that all necessary information is recorded.

6. Communication with Stakeholders: Throughout the incident lifecycle, ServiceNow ensures that all stakeholders are kept informed about the status of the incident. This includes automated notifications and updates within the incident record.

7. Reporting and Analysis: ServiceNow offers extensive reporting and analytics capabilities. This helps in analyzing incident trends, identifying problem areas, and improving overall incident management processes.

8. Integration with Other ServiceNow Modules: Incident Management is often integrated with other modules like Problem Management, Change Management, and Configuration Management Database (CMDB), providing a comprehensive approach to ITSM.

9. User-Friendly Interface: ServiceNow’s interface is user-friendly, allowing easy navigation through various modules and efficient management of incidents.

10. Customization and Automation: ServiceNow allows customization of workflows to match organizational processes. Automation of routine tasks can be set up to improve efficiency.

11. Compliance and Security: The platform ensures that incident management processes are compliant with various standards and regulations. It also provides robust security features to protect sensitive data.