Home > Storage > Data Storage Essentials > Storage Resource Manager (SRM) > Dell SRM: Automating Incident Management in ServiceNow > ServiceNow ITSM
The ServiceNow IT service management solution, ITSM, helps infrastructure and operations organizations manage the consumption of IT services and the infrastructure that supports the IT services. It also helps the IT organization deliver business value with these services. IT service desks and IT service-delivery functions most heavily use these processes to support tasks and workflows for processes including incident, request, problem, change, service level, knowledge, and configuration management.
This section focuses on the ServiceNow incident management process, which has embedded workflows to identify, track, and resolve high‑impact incidents.
Incident management is responsible for managing the life cycle of incidents, from creation to closure. It has several states, which are shown in the following figure and described in the table that follows the figure.
Figure 2. Incident management state model flow
State | Description |
New | Incident is logged but not yet investigated. |
In Progress | Incident is assigned and is being investigated. |
On Hold | The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution. When you select the On Hold option, the On hold reason list appears. If the On hold reason is Awaiting Caller, the Additional comments field becomes mandatory. Note: If the caller updates the incident, the On hold reason field is cleared, and the state of the incident is changed to In Progress. An email notification is sent to the user whose name is in the Assigned to field and to the users in the Watch list. An incident can be placed in the On hold state multiple times before it is closed. |
Resolved | A satisfactory fix is provided for the incident to ensure that it does not occur again. |
Closed | Incident is marked Closed after it is in the Resolved state for a specific duration and after confirmation that the incident is satisfactorily resolved. |
Canceled | Incident was triaged but found to be a duplicate incident, an unnecessary incident, or not an incident at all. |
The purpose of SRM integration with the ServiceNow incident management process is to automate the incident state change:
All other incident states in the preceding table are managed within ServiceNow and are not affected by SRM.