Provides an introduction to incident management according to the Information Technology Infrastructure Library (ITIL) framework. Demonstrates incident management on the ServiceNow platform.
Applies to all supported ServiceNow releases as of Jakarta.
Role required: itil
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This video covers:
00:27 Introduction to incident management
03:32 Creating an incident
04:17 Working on an incident
06:19 Resolving, closing, and reopening an incident
06:41 Creating a knowledge base article from an incident
07:37 Escalating an incident
10:42 Creating a problem or change from an incident
For more information on incident management, see:
Quick Start—An Overview of ITIL Service Operation: https://www.servicenow.com/content/dam/servicenow/documents/ebook/ebk-it-infrastructure-library-overview-service-operation.pdf
AXELOS ITIL Best Practices: https://www.axelos.com/best-practice-solutions/itil
ServiceNow product documentation:
Incident Management: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/incident-management/concept/c_IncidentManagement.html
Incident Management process: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/incident-management/concept/incident-management-process.html
Log an incident: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/incident-management/task/log-incident.html
Work on incidents: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/incident-management/concept/work-on-incidents.html
Incident resolution and closure: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/incident-management/concept/c_IncidentResolutionAndRecovery.html
Incident monitoring and tracking: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/incident-management/concept/incident-monitor-track.html
Create knowledge from an incident or problem: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/product/knowledge-management/task/t_ApproveKnowledgeSubmission.html
ServiceNow Training and Certification:
ServiceNow TechBytes Podcast:
For general information about ServiceNow, visit: http://www.servicenow.com/
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