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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.

For this reason, I have decided to handle such topics in individual community articles like this one instead.

What is Incident Management?

An Incident is defined as an unplanned interruption to a service or reduction in the quality of a service.

Incidents can include failures or degradation of services reported by users, technical staff, third-party suppliers and partners, or automatically from monitoring tools. The purpose of the incident management process is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management is responsible for managing the lifecycle of all incidents. A temporary workaround to restore service is all that is required in many cases to complete the process.

Product Information

Entry point to the official product information pages

Product Documentation

Entry point to the official product documentation

Process Guide

Provides detailed guidance on the way that ServiceNow intends the process to-be, for Incident Management and Major Incident Management(MIM).

ITSM Process Diagrams

Product process diagrams in Visio format for Incident Management Problem Management Change Management Service Catalog & Request

What is Incident Management?

Detailed explanation

Trainings &

Courses

Incident Management on the Now Platform

This path is targeted to the process user. The series of courses introduces the Incident Management process on the Now Platform, including the goals of Incident Management and its lifecycle: creation and classification of incidents, documenting the incident investigation, and how incidents are resolved and closed.

Incident Management: Next Experience

See and practice basic Incident Management activities on an out-of-the-box ServiceNow platform configuration. Learn when and how to create an incident record, who is responsible for investigation and diagnosis, and how resolution and closure are accomplished. Understand the typical stakeholders in the incident management process and how they impact the process.

Articles & Blog Posts

2022-07-19 by @Juan Osorio

Incident Management Best Practice

Sharing some Incident Management Best Practices...

2022-10-02 by @Chris Shakespea

How to configure incident management to align with CSDM; a leading practice guide

ServiceNow has made several changes to how incidents integrate with CSDM. This lays the foundations for Service Portfolio Management, Digital Portfolio Management, and the ability to tie Events to Business Services. Ensuring first line agents capture and record incidents so that they align with CSDM will reduce data entry time and maximize the capabilities of ServiceNow platform.

2022-10- 26 by @Chris Shakespea

How to achieve actionable information from a self-service Incident Management record producer

Customers often ask us how to build a robust self-service incident creation capability that will reduce call volume to the IT Help Desk and speed incident resolution. To address this, we are sharing 5 leading practices that our most successful customers use to drive self service adoption without sacrificing speedy triage and resolution of incidents.

2023-05-25 by @Chris Shakespea

Incident Management Categorization

Although every organization is different, there are several points of prescriptive guidance when advising customers on configuring categories.

2023-10-13 by @Chris Shakespea

Incident Management made easy, a guide to getting you started on a baseline implementation

Are you starting off with ServiceNow Incident Management and wondering how to get going, or had it for a little while and wondering if you have ticked all the right boxes? It can be hard understanding what is necessary and what sequence of steps you should follow to get to a baseline implementation. To help with this I’ve put together an Incident Management Recommended Implementation Sequence.

Videos &

Podcasts

2020-12-02 by ServiceNow Community

Turbocharge: Incident, Problem and Change

The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The NOW Platform also provides users access to ITSM via mobile or web-portal interfaces.

2021-05-15 by AAspenNow Solutions

Incident Overview in ServiceNow

Incident Overview in ServiceNow

2022-07-09 by cobuman

ServiceNow Incident Management, Service Desk/Help Desk Ticketing System

Mini crash course.

Troubleshooting

Known Error Portal

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