Objective

Master the complete incident management lifecycle in ServiceNow, from initial triage through to closure. This comprehensive lab walks you through every step a real IT professional takes when handling incidents.

Your Progress

Complete Workflow Tasks

1. Search incidents: Use the search box to find incidents by number, description, or assignee.
2. Apply filters: Click the Filter button and toggle filters like "High priority" or "Unassigned".
3. Open an incident: Click on any incident number in the filtered table to view its full details.
4. Edit the description: Modify the short description field to provide clearer information.
5. Change the state: Update the state to "In Progress" to indicate you're working on it.
6. Update the priority: Adjust the priority if needed based on business impact.
7. Add a work note: Document your initial findings in the Work Notes tab.
8. Add a comment: Switch to Comments tab and add a customer-facing update.
9. Assign to a group: Select the appropriate support group for this incident type.
10. Assign to a user: Choose a specific technician from the selected group.
11. Resolve the incident: Set state to "Resolved", select a resolution code, and add resolution notes.
12. Close the incident: After resolution is confirmed, set the state to "Closed".

Optional Tasks

• Escalate: For high-priority or critical incidents, click the "Escalate" button to flag for management attention.

Real-World Workflow

This lab mirrors actual ITSM best practices:

• Find: Search and filter to locate the right incidents
• Triage: Open and assess the incident
• Document: Add work notes as you investigate
• Communicate: Use comments for customer updates
• Route: Assign to the right team and person
• Resolve: Fix the issue and document the solution
• Close: Complete the lifecycle after verification

Tips for Success

• Search works across incident number, description, and assignee fields
• Filters can be combined - try "Active" + "High priority" together
• Work notes are internal - use them for technical details
• Comments may be visible to customers - keep them professional
• Resolution notes are required when marking incidents as Resolved
• Assignment group must be selected before assigning to a user
• Escalation should be used judiciously for truly urgent issues

Note: Save your changes after each edit to track your progress through the workflow.