---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Incident Management

# Incident Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Incident Management restores normal service operation while minimizing impact
to business operations and maintaining quality.

## Incident Management overview {#c_IncidentManagement__section_vwx_3hl_2yb}

## Get started {#c_IncidentManagement__section_jmy_rsk_trb}

|-|-|-|
| [Explore Learn about Incident Management concepts and features.](https://servicenow-prod.fluidtopics.net/gOGriNfy1XkJZHpMD4d6fw "ServiceNow Incident Management supports the incident management process with the ability to identify and log incidents, classify and prioritize incidents, assign incidents to appropriate users or groups, escalate, resolve, and report incidents.") | [Configure Configure environment, tools, and user access.](https://servicenow-prod.fluidtopics.net/b7ouOqvcHcTMbHpcyGAn0w "You can configure the incident form and other incident features, such as incident categories and UI behavior. The ITSM guided setup helps you configure incident management on your ServiceNow instance.") | [Manage incidentsLearn about managing incidents that involves diagnosing, investigating and escalating or promoting the incident.](https://servicenow-prod.fluidtopics.net/pMmtQJozWaVtujiZ30otGQ "Working on incidents involves diagnosing and investigating the incident, recording results, and sometimes escalating or promoting the incident.") |
| [Manage major incidentsLearn about managing major incidents that involves creating major incidents and working with major incident overview dashboard and workbench.](https://servicenow-prod.fluidtopics.net/9cveBxWhGRUV6JdZz2lHvw "A major incident (MI) is an incident that results in significant disruption to the business. A major incident demands a response beyond the routine incident management process. Major incidents have a separate procedure with shorter timescales and higher priority, so that there is a faster resolution process for incidents with high business impact.") | [ReportLearn to use dashboards and reports to monitor and track incident status and service levels.](https://servicenow-prod.fluidtopics.net/laMgfbcsN69EhM1FQaRlgw "Service desk and other IT managers can use dashboards and reports to monitor and track incident status and service levels.") | [ReferenceGet details about Incident Management components such as roles and dependent applications.](https://servicenow-prod.fluidtopics.net/wYVAP3oo8tJkzI3InKC40w "Reference sections provide additional information about components installed with Incident Management.") |
|   | [Use agentic AIUse the ITSM Incident Management agentic workflow to manage, resolve and close incidents and incident tasks autonomously.](https://servicenow-prod.fluidtopics.net/IBIkz6NsfkoMD2_7B2~~ZQ "Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.") |   |
[ ]

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## Troubleshoot and get help {#c_IncidentManagement__section_cxx_3hl_2yb}

* [Ask or answer questions in the Incident Management community](https://community.servicenow.com/community/it-service-management/content?filterID=contentstatus[published]~category[incident-management])
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
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