Internship← ServiceNow learning pathServiceNow · Module 5 of 10
Incident management in practice
How an incident moves from report to closure.
📖 Key ideas
- Incidents come from the portal, email, phone or monitoring alerts.
- Priority is usually worked out from impact and urgency.
- States move like New, In Progress, On Hold, Resolved, Closed.
- SLAs (service level agreements) set response and resolution targets.
- Good work notes and resolution notes help the next person and the knowledge base.
💡 Real-life example: Like a hospital triage desk: how serious and how urgent decide who is seen first, and every step is written in the patient's file.
ImpactHow widely a problem affects people
UrgencyHow quickly it must be fixed
SLAAgreed response or fix time
Work notesInternal notes on a ticket