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Business Platforms & EA · Foundational

Incident Management

ITSM process and ServiceNow application for restoring normal service as quickly as possible after an unplanned interruption.

Definition

Incidents are logged via portal, email, phone, virtual agent or events, categorized, prioritized using impact and urgency, assigned, resolved and closed. Priority is calculated from an impact-urgency data lookup.

Exam tip

Priority = impact x urgency via data lookup; the incident goal is restoration, not root cause.

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