The goal of Incident Management is to restore normal service operation as quickly as possible, while minimizing impact to business operations and ensuring quality is maintained.
ServiceNow Incident Management supports the incident management process in the following ways.
- Log incidents in the instance or by sending email.
- Classify incidents by impact and urgency to prioritize work.
- Assign to appropriate groups for quick resolution.
- Escalate as necessary for further investigation.
- Resolve the incident and notify the user who logged it.
- Use reports to monitor, track, and analyze service levels and improvement.
Any user can record an incident and track it through the entire incident life cycle until service has been restored and the issue has been resolved.