How to Create an Incident and Understand Problem in ServiceNow
Introduction
ServiceNow has become one of the most powerful IT Service Management (ITSM) platforms in the world. Whether you are starting your journey as an IT professional or already working in enterprise environments, understanding ServiceNow incident management is essential. Incidents and problems are two core concepts that ensure service continuity, but many newcomers often confuse them.
In this article, I’ll explain step by step how to create an incident in ServiceNow and then break down the key differences between an incident and a problem. Towards the end, you’ll also discover why learning ServiceNow with the right training partner like Visualpath can open doors to high-paying ITSM careers worldwide.
What is an Incident in ServiceNow?
An incident in ServiceNow refers to an unplanned disruption or reduction in quality of an IT service. Simply put, if something breaks, slows down, or doesn’t work as expected, it becomes an incident. The main goal of handling an incident is not necessarily to eliminate the root cause immediately but to restore normal service operations as quickly as possible.
Examples:
• A user unable to log into their email system.
• A printer suddenly stops working.
• A critical website goes down.
In ServiceNow incident management, the focus is on minimizing downtime and helping the user get back to work with minimal disruption.
How to Create an Incident in ServiceNow
Creating an incident in ServiceNow is a straightforward process if you follow the standard ITIL-based procedure. Here’s how it’s typically done:
Step 1: Login to ServiceNow
Access the ServiceNow platform using your credentials.
Step 2: Navigate to 'Incident'
In the left-hand navigation pane, type “Incident” in the filter navigator and click on “Create New.”
Step 3: Fill in the Incident Form
A new form will appear. Fill in the relevant details such as:
• Caller: The person reporting the incident
• Short Description: A brief summary of the issue
• Description: Detailed information about the issue
• Category and Subcategory: Classify the incident type
• Impact and Urgency: Select the level of business impact
Step 4: Submit
Click the “Submit” button to register the incident. The incident is now logged and can be tracked using its unique incident number.
With the right training, this process becomes second nature. That’s why many learners turn to Visualpath for their ServiceNow incident management training and hands-on practice.
What is a Problem in ServiceNow?
While incidents focus on restoring services quickly, a problem in ServiceNow deals with the underlying root cause of one or many incidents. In other words, if the same incident occurs repeatedly, IT teams create a problem record to investigate it in-depth.
Examples:
• A user’s login failing due to recurring Active Directory sync issues.
• Multiple emails bouncing because of a misconfiguration in the mail server.
• Network outages happening repeatedly in one geographic location.
Problem management aims at permanently eliminating the cause, so future incidents can be prevented.
Key Differences between an Incident and a Problem
Understanding the difference between an incident and a problem is essential for any IT professional working with ServiceNow?
1. Purpose
• Incident: Focuses on restoring service quickly
• Problem: Focuses on identifying and eliminating the root cause
2. Timeframe
• Incident: Short-term fix
• Problem: Long-term analysis and solution
3. Scope
• Incident: Typically affects a single user or service
• Problem: Can affect multiple users or systems
4. Approach
• Incident: Reactive response
• Problem: Proactive investigation
When you enrol in Visualpath’s ServiceNow online training, these differences become clearer through real-time projects and hands-on practice.
Why Choose Visualpath?
If you are serious about building a career in ServiceNow, it is important to learn both the technical process and practical workflows. That’s where Visualpath comes in—offering ServiceNow online training worldwide.
Why Choose Visualpath?
In-Depth Online Training
Real-Time Projects & Hands-On Learning
100% Placement Assistance
At Visualpath, you get access to expert instructors, practical exercises, and project-based learning to help you master ServiceNow. Apart from ServiceNow, Visualpath provides online training across Cloud, AI, and other in-demand enterprise technologies—making you fully prepared for the future of IT.
Benefits of Learning ServiceNow
• High demand for certified professionals
• Opportunities across industries
• Strong salary packages
• Cloud-based platform experience
If you're looking to break into IT or scale up your existing career, mastering ServiceNow incident management is a smart move.
Career Opportunities in ServiceNow Incident Management
Learning ServiceNow incident management is not just about handling tickets. It opens up multiple career roles such as:
• Service Desk Analyst
• Incident Manager
• ServiceNow Developer
• ITSM Consultant
As more companies adopt ServiceNow to manage IT operations, the demand for skilled professionals continues to rise. With proper training from a trusted source like Visualpath, you're well-positioned to take advantage of these opportunities.
Benefits of Knowing Incident vs Problem Management
Understanding how incidents and problems work together is vital for both IT professionals and organizations.
• Faster Recovery: Users don’t wait long for IT fixes.
• Reduced Recurrence: Root causes are addressed in problem records.
• Improved Efficiency: Teams spend less time firefighting and more time innovating.
• Career Growth: Knowledge in ServiceNow incident management is highly valuable for ITSM roles globally.
Top 5 FAQ Questions
1. What is the main goal of incident management in ServiceNow?
The main goal is to restore normal service operation as quickly as possible with minimal business impact.
2. How is a problem different from an incident in ServiceNow?
An incident is about immediate service restoration, while a problem focuses on identifying and fixing the root cause of recurring incidents.
3. Do I need coding skills to create incidents in ServiceNow?
No, creating incidents usually doesn’t require coding. However, developers may need scripting knowledge for automation or customization.
4. Can I link multiple incidents to a single problem in ServiceNow?
Yes, ServiceNow allows you to relate multiple incidents to one problem for better root cause analysis.
5. How does Visualpath help in learning ServiceNow incident management?
Visualpath offers real-time projects, hands-on training, and placement support through its online ServiceNow courses designed for global learners.
Final Thoughts
Understanding how to create an incident and distinguish it from a problem is a foundational skill in ServiceNow. It not only improves how you manage IT issues but also enhances your career prospects in the field of ITSM.
With hands-on learning, real-time projects, and expert guidance, Visualpath offers the best ServiceNow online training worldwide to help you gain job-ready skills in no time.
Start your learning journey today and step into a rewarding career in ServiceNow incident management.
Visualpath is a leading training provider offering ServiceNow online training worldwide with real-time projects and 100% placement assistance. We also provide in-depth online training across Cloud, AI, and all related IT courses to help you advance your career.
Visit: https://www.visualpath.in/serv....icenow-online-traini
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