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ServiceNow - Incident Management
Rating: 4.5 out of 5(24 ratings)
138 students

ServiceNow - Incident Management

Learn how to manage, triage, and resolve incidents in ServiceNow using ITIL best practices, workflows, and demos.
Created byITLIFECLUB Learning
Last updated 4/2025
English

What you'll learn

  • Understand the full lifecycle of Incident Management in ServiceNow from reporting to resolution and closure
  • Learn how to submit incidents using the Employee Service Center and track them through the user portal
  • Triage and process incidents as a fulfiller using both the classic ServiceNow interface and Service Operations Workspace
  • Explore how Incident Management connects with Problem Management Change Management and Major Incidents in an ITIL-based environment

Course content

4 sections • 11 lectures • 44m total length

  • Introduction2:26

    Meet your instructor, Katya, as she guides you through incident management in ServiceNow with practical, story-driven use cases, hands-on demos, and end-to-end lifecycle examples.

  • Agenda2:56

    Explore incident management in ServiceNow through theory, real-world context, and hands-on demos from creation to closure. See how it integrates with major incident, problem, change, and service request management.

  • Course Outcome1:31

Requirements

  • A stable internet connection
  • A computer or laptop with a modern browser
  • Access to a free ServiceNow Personal Developer Instance (instructions provided inside the course)
  • A genuine interest in learning how Incident Management works in ServiceNow
  • No prior ServiceNow experience is required—this course is beginner-friendly and fully guided

Description

Master Incident Management in ServiceNow with hands-on demos and real-world scenarios.

Whether you're a beginner or looking to solidify your ITSM foundation, this course will guide you through every essential step of managing incidents in ServiceNow.

You'll learn:

  • How end users submit incidents via the Employee Service Center (ESC)

  • How fulfillers triage, assign, and work incidents from the backend and Service Operations Workspace (SOW)

  • The incident lifecycle: from creation to resolution and closure

  • Key interactions with related processes like Major Incident, Problem, and Change Management

  • Real-time walkthroughs with humor, context, and practical admin tips

Each module is designed with simplicity, clarity, and speed in mind, no fluff, just focused learning with plenty of hands on demonstrations!

This course is based on the latest ServiceNow release and includes references to updates from recent releases, including Xanadu.

Whether you're preparing for a ServiceNow role, improving internal processes, or just want to stop guessing when an incident hits your queue, this course is your starting point.

By the end of this course, you'll not only understand the process but you'll also  be able to execute it confidently in a real environment.
Enroll now and start building your ServiceNow Incident Management skills the right way.

Who this course is for:

  • Students interested in ITSM or ServiceNow
  • ServiceNow beginners looking to build core skills
  • Junior ServiceNow administrators seeking hands-on experience
  • Aspiring incident managers or ITIL practitioners
  • Business analysts working with incident data or workflows
  • Help desk agents handling day-to-day incident resolution
  • Support engineers wanting to better understand ticket lifecycle

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