Incident Management

---
title: Incident Management
description: Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/c\_IncidentManagement.html
release: australia
product: Incident Management
classification: incident-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [IT Service Management]
---

# Incident Management

Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.

## Incident Management overview

\[Omitted video\] Description: Introduction to incident management

## Get started

<table id="table_iwv_lpv_klb" class="nav-card presentation"><tbody><tr><td>

[Explore\[Omitted image "bus-explore.svg"\] Alt text:Learn about Incident Management concepts and features.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/incident-management-process.md)

</td><td>

[Configure\[Omitted image "bus-sdlc.svg"\] Alt text:Configure environment, tools, and user access.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/incident-configuration.md)

</td><td>

[Manage incidents\[Omitted image "bus-manage.svg"\] Alt text:Learn about managing incidents that involves diagnosing, investigating and escalating or promoting the incident.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/work-on-incidents.md)

</td></tr><tr><td>

[Manage major incidents\[Omitted image "bus-manage.svg"\] Alt text:Learn about managing major incidents that involves creating major incidents and working with major incident overview dashboard and workbench.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/major-incident-management.md)

</td><td>

[Report\[Omitted image "bus-performance-forecasting-1.svg"\] Alt text:Learn to use dashboards and reports to monitor and track incident status and service levels.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/incident-monitor-track.md)

</td><td>

[Reference\[Omitted image "bus-learn.svg"\] Alt text:Get details about Incident Management components such as roles and dependent applications.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/reference-section-for-incident-management.md)

</td></tr><tr><td>

 

</td><td>

[Use agentic AI\[Omitted image "bus-ai-sparkle.svg"\] Alt text:Use the ITSM Incident Management agentic workflow to manage, resolve and close incidents and incident tasks autonomously.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/im-using-agentic-workflow.md)

</td><td>

 

</td></tr></tbody>
</table>## Helpful resources

Some ServiceNow resources that can provide you with helpful information are:

-   **\[Omitted image "dcx-icon-docs.svg"\] Release Notes**

    Learn more about what's new and changed. See the [https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/release-notes/incident-management-rn.md](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/release-notes/incident-management-rn.md).

-   **\[Omitted image "dcx-icon-learning.svg"\] ServiceNow University**

    Access real-time courses, self-paced training, and career resources, such as [Incident Management Overview](https://learning.servicenow.com/lxp/en/incident-management-overview-english-zurich?id=learning_course_prev&course_id=edb4fa9787a50350cfa68519dabb3581&s=1&ssa=3) and more, from [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow).

-   **\[Omitted image "dcx-icon.svg"\] Best Practices**

    Explore the Best Practices content library to access resources and proven guidance that help accelerate the implementation of Incident Management features, such as [Incident Management - Process Guide](https://mynow.servicenow.com/now/best-practices/assets/incident-management-process-guide) and more, from [ServiceNow - Best Practice Library](https://mynow.servicenow.com/now/mynow/my-home/home).

-   **\[Omitted image "icon-youtube.svg"\] YouTube**

    Learn more about Incident Management and related ITSM features. Watch [Incident management \| Overview](https://www.youtube.com/watch?v=UH20khV4wvc) on YouTube.

-   **\[Omitted image "dcx-icon-support.svg"\] Support**

    Search the Known Error portal for Known Error articles and get support for issues related to Incident Management:

    -   [Customer Service and Support](https://support.servicenow.com/now)
    -   [Known Error Portal](https://support.servicenow.com/kb?id=known_error_portal)
-   **\[Omitted image "dcx-icon-community.svg"\] ServiceNow Community**

    Connect with other Incident Management users at [ServiceNow Incident Management Community](https://www.servicenow.com/community/incident-management-forum/bd-p/incident).