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Incident Management Overview

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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 For best video quality, increase your player resolution to 1080p. 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: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/welcome ServiceNow TechBytes Podcast: https://community.servicenow.com/community/experts-corner/techbytes-podcasts For general information about ServiceNow, visit: http://www.servicenow.com/ Your feedback helps us serve you better. Did you find this video helpful? Leave us a comment to tell us why or why not.
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Text Comments (1)
Corde Wagner (4 months ago)
Covers ITIL incident management (IM) process activities very well and shows how ServiceNow can facilitate the various IM tasks/activities.

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