Overview
Incident Management is one of the core ITIL processes in ServiceNow. The goal is to restore normal service operation as quickly as possible while minimizing business impact. This involves managing the entire incident lifecycle from creation through resolution and closure.
Why It Matters for the Exam
Incident Management accounts for approximately 12% of the CSA exam. This is a foundational ITSM process that most ServiceNow implementations use. Questions focus on the incident lifecycle, priority calculation, assignment, and SLA management.
Key Concepts to Master
💡 Exam Tips & Strategy
Remember that Resolved is not the same as Closed - there's typically a waiting period for user confirmation. Understand that Priority drives SLA targets. Know the difference between functional and hierarchical escalation. Major Incident Management is a separate process for high-impact situations.