Incident Lifecycle Management

Overview

This skill covers the complete lifecycle of an incident in ServiceNow, following ITIL best practices:

1. Creation - Log the incident with proper details
2. Categorization - Classify by type and service
3. Prioritization - Set impact, urgency, and priority
4. Assignment - Route to appropriate team
5. Investigation - Diagnose the issue
6. Resolution - Fix the issue and document
7. Closure - Verify and close the incident

Prerequisites

• Roles: itil for most operations, incident_manager for some overrides
• Access: Read/write to incident table
• Knowledge: ITIL incident management fundamentals