ServiceNow: working incidents, requests and knowledge as a fulfiller

Skills you'll practise

• Move an incident through its states correctly, including the right On Hold reason
• Set impact and urgency and explain how priority is derived from them
• Choose between work notes and additional comments for each kind of update
• Resolve an incident with a resolution code and notes, and explain when it closes or can be reopened
• Create a request from an incident and explain how catalog tasks fulfill it
• Capture a fix as a knowledge article and recognize when to raise a major incident candidate

Course outline

1. 1.ServiceNow for fulfillersVideo · 1 min
2. 2.The incident record and its life cycleLesson · 17 min
3. 3.Communicating, resolving and reopeningLesson · 16 min
4. 4.Requests, knowledge and major incidentsLesson · 17 min
5. 5.ServiceNow: working incidents, requests and knowledge as a fulfiller: knowledge checkKnowledge check · 15 questions
6. 6.Final exam11 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ServiceNow docs: Incident Management
• ServiceNow docs: Life cycle of an incident (states and On hold reasons)
• ServiceNow docs: Create an incident (impact, urgency, priority, assignment group, work notes, additional comments)
• ServiceNow docs: Define priority lookup rules
• ServiceNow docs: Resolve and close an incident
• ServiceNow docs: Reopening an incident
• ServiceNow docs: Create a request from an incident
• ServiceNow docs: Create a knowledge article from an incident
• ServiceNow docs: View and edit a catalog task
• ServiceNow docs: Managing major incidents