Incident Management helps restore normal it service operations while minimizing impacts to business activities an incident is an unplanned interruption or quality reduction of an IT service like email or local hardware or software users can report these incidents via email self-service the service catalog or through the service desk incidents that are reported using email will be automatically inserted into the system users can also create incidents through the service catalog if an instance is set up using the service portal users can create incidents or report performance problems or outages IT service desk staff or administrators can also create incidents for users who reach out to them through the service desk after a user submits an incident it's assigned to a group or user based on assignment roles if more than one incident appears to have an underlying cause you can create a problem to analyze and identify the root cause when the root problem is closed all related incidents will be resolved if an incident exposed an issue with the it infrastructure that requires a change you can create a change request using Incident Management helps you identify prioritize and resolve incidents to learn more see our product documentation or knowledge base or ask a question in the service now community