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IT Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

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

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ExploreLearn about Incident Management concepts and features.ConfigureConfigure environment, tools, and user access.Manage incidentsLearn about managing incidents that involves diagnosing, investigating and 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.ReportLearn to 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.Use agentic AIUse the ITSM Incident Management agentic workflow to manage, resolve and close incidents and incident tasks autonomously.

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