Documents

Incident Management documents are located on Canvas. (login required)

• Procedures: Incident management procedure guide for using ServiceNow
• Process Flow: A high-level view of how an incident record flows through the process
• Required Guidelines: Summarization of the customizable process options, lists, and guidelines for the process and related procedures
• Roles and Responsibilities: The process' roles that will be involved with the process activities
• ServiceNow Quick Reference: Tips and tricks for using ServiceNow
• SLA Training Document: Incident Management SLA training guide
• SLA Training Presentation: SLA Training presentation in pdf format
• SLA Training Presentation: SLA Training presentation in Powerpoint format
• Training Document: Detailed training document for incident coordinators and analysts
• FAQ: Frequently Asked Questions