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ServiceNow · Change Management · Getting Started · Ticket Management (Incident/Request) · Self-Service · Homepages, Reports, and Filters · Knowledge · Service CatalogIncident Management restores normal service operation while minimizing impact to business operations and maintaining quality. ServiceNow Incident Management Caller / Customer The end user having or reporting the service interruption. Functional Group –. Queue Manager. Assigns incidents to individual Tier 2+ Analysts Incident response playbook. Give the service desk a task-oriented view of incident resolution workflows to automate manual steps.