Incident Management Lvl 100

Introduction to the Incident Management

Application in ServiceNow

PS Global Strategy & Innovation

February, 2016

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Overview

Introduction

Application Menu

Incident Form (Primary Fields)

Additional Resources

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Incident Management: Introduction
• The goal of Incident Management is to restore normal service operation as quickly as possible following an incident, while
minimizing impact to business operations and ensuring quality is maintained.
• The ServiceNow platform supports the incident management process with the ability to log incidents, classify according to
impact and urgency, assign to appropriate groups, escalate, and manage through to resolution and reporting. Any ESS user can
log in to an instance to record the incident and track it through the entire incident life cycle until service has been restored and
the issue has been completely resolved.
• Within the platform, incidents are handled with the task record system. Each incident is generated through a variety of methods
and populated with the pertinent information in individual fields. These incident can be assigned to appropriate service/support
desk members, who will deal with the incident as appropriate. Once the incident has been properly dealt with, it is closed.

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 Incident Management: Logging Incidents
• By default, any user can create an incident within the system.

Location Process
Employee Self Service ITIL users or administrators can use the Create New module in the
Incident application, or select New from the Incident list. The Watch list,
Incident state, and Impact fields are available on the ESS view of the
Incident form and the variable formatter is not available. ESS users have
write access to the Watch list and Impact fields.

Record producers Use the Create a New Incident record producer in the service catalog.
(This record producer sets the Contact Type field of the resulting
incident to Self-Service.) **Covered in Incident Management 200
Inbound email actions An email addressed to the instance mailbox can create an incident
according to inbound email actions. **Covered in Incident Management
300

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Incident Management: Application Menu
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Create New: Link to create a new incident record. When clicked will take a user to
the Incident Form
Assigned to me: Link to a list view of Incidents where the logged in user is the user
in the ‘Assigned To’ field of the Incident Record
Open: Link to a list view of all Incidents in an open state*
*The Incident record’s ‘Active’ field is marked true
Open - Unassigned: Link to a list view of Incidents in an open state* that have an
empty ‘Assigned To’ field
Resolved: Link to a list view of all Incidents where the ‘State’ is set to Resolved
Closed: Link to a list view of all Incidents where the ‘State’ is set to Closed
All: Link to a list view of ALL Incidents
Overview: Link to the Incident Homepage
Critical Incidents Map: Link to a map view of where Incidents are occurring*
*Based on the ‘Location’ field on the Incident record
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 Incident Management: New Incident Form (Primary Fields)

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 Incident Management: New Incident Form (Primary Fields)

14 14 State: This is a choice field that is used to drive the Incident

record through the Incident Management Process. It is also used
15 to quickly identify where in the process the Incident is.

16 15 Assignment Group**: This is a reference field, to the ‘Group’

table (sys_user_group), and is used to identify what group of
people are currently responsible for the Incident

16 Assigned to : This is a reference field, to the ‘User’ table

(sys_user), and is used to identify the person who is currently
working/owns the Incident

**Note: With assignment rules this field maybe auto-populated with a group for specific
categories/subcategories or CIs.

For more information see:

https://geneva-docs.servicenow.com/administer/task_table/concept/c_DefineAssignmentRules.html

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 Incident Management: New Incident Form (Primary Fields)

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Number: This field is auto-generated on initiation of the 11 Opened: This is a Date Time field is auto-populated when the
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Incident form and is used as a unique identifier (key) and Incident Form is initiated. It is used largely in Service Level
reference field for user follow up. Management and identifying aging incidents

Caller: This is a reference field, to the ‘User’ table (sys_user), 12 Opened by: This is a reference field, to the ‘User’ table
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and is used to identify who the Incident for. This should be the (sys_user), and is used to identify who created the incident. This
person who is actually experiencing the Incident** field is populated with the logged in user’s account

3 Location: This is a reference field, to the ‘Location’ table 13 Contact type: This field is a choice list and is used to identify
(cmn_location), and is used to identify where the Incident is how the Incident was reported. Out of the box the options are;
happening. Note: This field will automatically fill in with the Email, Phone, Self-service and Walk-in
Location information of the “Caller” when it is selected

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 Incident Management: New Incident Form (Primary Fields)

4 Category: This is a choice list field and is used as the primary level of identification
4 of the Incident.
5 Subcategory: This is a choice list field and is used as a secondary level of
5 identification of the Incident. It is dependent on the ‘Category’ field
6 Configuration Item: This is a reference field, to the CMDB table (cmdb), and is used
6 as the most specific level of identification.
7 7 Impact: This is a choice list field and is used to identify how much of the business is
affected, is it a single user (3-Low) or complete outage (1-High)
8 8 Urgency: This is a choice list field and is used to identify how quick the Incident
needs to be resolved, non-critical/as available (3-Low) or ASAP(1-High)
9 9 Priority: This is a choice list field and is used to identify the general order Incidents
should be completed, Lowest on the list(4-Low) or First (1-High) Note this is not
manual selected but instead controlled by the selection of ‘Impact’ and ‘Urgency’
based on the Priority Matrix

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Incident Management: Resources
• Addition Documentation
– https://docs.servicenow.com/product/incident_management/concept/c_IncidentManagement.html

• Community
– https://community.servicenow.com/community/service-management/incident

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 Thank you

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