Introduction

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.

Its not meant to be exhaustive in covering every potential approach and capability (there is only so far Excel will stretch!). The purpose is to provide prescriptive steps to setting up a baseline implementation of Incident Management. It provides embedded leading practices within those steps to guide the implementer.

Outcomes

By following the steps in the attached spreadsheet you will have the sequence and supporting information to get you up and running

There are 2 ways I see you can use this

1. If you are embarking on your journey with ServiceNow Incident Management then you can follow through the steps

2. If you have an implementation then it might help focus some improvement opportunities on your base configuration by looking to see what steps you haven't carried out

How to read the Spreadsheet

There are 3 tabs

• Definitions - what each of the headings is on the Incident tab
• Incident - the tasks, owners and information to help you implement
• Stories - Agile stories to help you document the configuration

The style is as a guided setup therefore there are 3 main levels of guidance

Quickstart

Simplest set of configuration options designed to get you up and running quickly with as much use of baseline capabilities as possible

Best Experience (in conjunction with Quickstart steps)

Includes Quick Start and some additional configuration to help optimize the Quick Start baseline configuration to your business

Custom (in conjunction with Quickstart & Best Experience steps)

Includes a number of advanced configurations and should only be attempted if you are clear on your business requirements and a deeper knowledge of ServiceNow

Included are a set of stories that can be loaded directly into ServiceNow Agile Stories

There a series of tasks defined including who should do those, what type of task and content links out to, mainly, docs and Now Create

In many ways this represents the next level down to the Incident Management capability shown on Service Operations on a page: How to sequence your ITSM and ITOM Transformation