Using the incident management application

Incident management is one of the key applications of Service-Now. As per the ITIL definition, an unplanned interruption to an IT service or reduction in the quality of an IT service is referred to as an incident. Application login error, antivirus error, server room fan and so on can be considered as incidents examples.

Getting ready

To step through this recipe, all you need is an active Service-Now instance, valid credentials, and an admin/ITIL role.

How to do it…

1. Open any browser standard browser.
2. Type the Service-Now instance web address (http://{instance_name}.service-now.com) provided by your organization in the address bar, now enter your credentials in respective fields and press enter button.
3. On the left-hand side, type Incident in the search box to view the Incident application. To create a new incident record, you can directly type incident.do in the search box. If you want to see all incident records, then you can type incident.list in the...