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What is Incident Management?
Any disruption to the service is referred to as an Incident.<br><br> The goal of Incident Management is to restore normal service operation as quickly as possible following an incident while minimizing impact to business operations and ensuring quality is maintained.<br><br> The Service-Now platform supports the Incident Management process with capabilities to record incidents, classify according to impact and urgency, assign to appropriate groups, escalate, and manage through to resolution and reporting.
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