. Here’s an overview of the ServiceNow Incident Management process:

1. Incident Identification:

• The process begins with the identification of an incident. Incidents can be reported through various channels, including user reports, automated monitoring systems, or self-service portals.

2. Incident Logging:

• Once an incident is identified, it is logged in the ServiceNow platform. Information captured includes the incident’s description, priority, categorization, and any associated details.

3. Incident Categorization and Prioritization:

• Incidents are categorized based on their type and impact. ServiceNow provides a categorization structure to classify incidents. After categorization, incidents are assigned a priority based on their impact and urgency. Priority levels help determine the order in which incidents are addressed.

4. Initial Diagnosis and Support:

• The incident is assigned to an IT support team or technician who performs an initial diagnosis to understand the issue’s root cause and determine the necessary steps for resolution. This may involve troubleshooting, gathering additional information, or contacting the affected user for more details.

5. Incident Escalation (if required):

• Incidents that cannot be resolved at the initial support level are escalated to higher-level support teams or experts. ServiceNow’s escalation rules and workflows ensure that incidents are routed to the appropriate resources.

6. Incident Resolution:

• The assigned support team works to resolve the incident. Resolution may involve applying fixes, implementing workarounds, or restoring services to their normal state.

7. Communication and Updates:

• Throughout the incident resolution process, regular updates are provided to the affected users and stakeholders, keeping them informed about the progress and expected resolution times.

8. Incident Closure:

• Once the incident is fully resolved and verified, it is marked as closed in ServiceNow. Closure details, including the resolution summary and any follow-up actions, are documented.

9. Incident Documentation:

• A record of the incident, including all actions taken and solutions applied, is documented in ServiceNow. This documentation is valuable for future reference, reporting, and analysis.

10. Post-Incident Review (Optional): – Organizations may conduct post-incident reviews or root cause analyses to identify underlying issues and implement preventive measures to avoid similar incidents in the future.

11. Continuous Improvement: – Data and insights from incidents are used to drive continuous improvement efforts in IT processes, systems, and service quality.