---
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: "2026-03-12"
reading_time_minutes: 1
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"><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>## Troubleshoot and get help

-   [Ask or answer questions in the Incident Management community](https://community.servicenow.com/community/it-service-management/content?filterID=contentstatus%5Bpublished%5D%7Ecategory%5Bincident-management%5D)
-   [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)