How to Create an Incident in ServiceNow

Creating an incident on ServiceNow is essential for problem management. It records and traces issues to ensure timely solutions. Follow these simple steps to make it happen quickly!

  1. Log in to the platform and go to the Incident module.
  2. Choose the most relevant category or template.
  3. Fill in all of the required information accurately, such as date, time, location, etc.
  4. Ensure that all details are exact and complete; wrong information may slow down the resolution.

For extra help, attach any applicable documents or screenshots. They can be very useful for resolving the incident.

Creating an incident is just the start. Timely updates and proactive communication with the team are also necessary for the best result. Keep everyone involved in the loop and stay on top of it until the incident is solved.

Overview of ServiceNow incident management

ServiceNow incident management offers a clear view of any incidents that happen in an organization. It tracks & handles all types of incidents, to ensure they are dealt with quickly & any effect on service delivery is minimized.

It covers the whole cycle of an incident, from first report to closure. This includes logging of incidents, classifying them by urgency & impact, and assigning them to the correct people/teams.

The platform helps all those involved to collaborate easily. This means communication is more effective and updates come at the right time. Plus, it assists with creating knowledge articles to record solutions to common issues, so resolution is faster in the future.

A standout point of ServiceNow incident management is its integration with other IT service management processes, like problem management & change management. This ensures a comprehensive approach to resolving incidents. It can also recognize any issues that may lie beneath or any changes needed to stop future incidents.

In truth, ServiceNow incident management has aided lots of organizations to streamline their incident handling process. By giving a single platform for tracking & resolution, it has increased effectiveness, cut down downtime & improved customer satisfaction.

Step 1: Accessing the ServiceNow platform

To create an incident, you must first access the ServiceNow platform. Here’s how:

  1. Visit the ServiceNow website.
  2. Click ‘Login’ at the top right of the page.
  3. Enter your username and password.
  4. Upon successful login, you’ll be taken to the ServiceNow dashboard.
  5. Click ‘Create New’ in the top left corner.
  6. Fill out the required fields in the form and provide details about the issue.

It’s essential to access the platform properly to have a smooth incident creation experience.

ServiceNow has revolutionized incident management for many organizations, with its advanced features improving workflow efficiency.

Step 2: Navigating to the incident creation page

Navigating to the incident creation page in ServiceNow is essential. It allows users to record any issues they come across. To do this, here’s what to do:

  1. Log in to your ServiceNow account.
  2. Locate and click the “Incident” module/tab.
  3. Click the option for creating a new incident.
  4. A window will appear with a form to enter incident details.
  5. Fill in the fields such as category, impact, urgency, and short description.
  6. Save the incident by clicking the “Submit” button.

These steps make it easier for users to navigate to the incident creation page and initiate a report. The process may be different based on system configurations or user roles. Nevertheless, these steps provide a good base.

Initially, navigating to the incident creation page was difficult and required multiple steps. Over time, ServiceNow has become more user-friendly with simpler navigation options from homepages or modules.

To improve user experience, ServiceNow simplified the process so that incident reporting and resolution is efficient within organizations.

Step 3: Providing incident details

To create an incident in ServiceNow, here’s what to do:

  1. Access the platform and navigate to the Incident module.
  2. Click “New” to create a new incident record.
  3. Fill in the required fields, e.g. short description and category.
  4. Provide a detailed description of the incident, including relevant information and context.
  5. Attach any necessary files or documents.
  6. Review the details before submitting the incident.

When providing incident details, make sure to be concise yet thorough. Mention any unique features or requirements related to your incident. This will help in efficient problem-solving.

ServiceNow has streamlined IT service management. It leads to faster resolution times and better productivity in organizations.

Step 4: Submitting the incident

Submitting an incident is essential in ServiceNow. To get it done right, follow these 5 steps:

  1. Open the Incident form: Access ServiceNow and click the Incident module.
  2. Enter the details: Fill in the required fields like short description, caller, and assignee. Give a precise summary to help prioritize and fix it quickly.
  3. Attach documents: If needed, attach any relevant documents or screenshots to aid in understanding and fixing the issue.
  4. Select impact and urgency: Measure the impact by looking at how many services and users are affected. Determine its urgency based on the business impact and resolution timeline required.
  5. Submit: Finally, click the “Submit” button to save and submit the incident.

Remember to double-check all info before submitting. This will guarantee accurate details are captured for proper troubleshooting and resolving of the incident.

These steps will help you submit your incidents in ServiceNow. Don’t wait – take action now!


Incident management used to be tedious and error-prone. But, ServiceNow changed that! This platform helps organizations centralize their incident management efforts and enjoy improved efficiency.

Additionally, ServiceNow offers features and functionalities to assign tasks, set priorities, collaborate with team members, and more.

On top of that, automation capabilities like predefined templates and workflows are available to automate repetitive tasks. This saves time and reduces the chances of human errors.

So, by following the steps outlined in this article, users can log and track any issues or problems for timely resolution and proactive problem-solving!

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