Midterm Exam Scenario 3: Creating and Closing Incidents in ServiceNow

IT service management is not only about analyzing data, but also about executing processes correctly in real systems. In this midterm scenario, I practiced how to create, process, and close incidents and service requests using ServiceNow, following ITIL best practices 💻.

In this simulation, I acted as a Service Desk Agent at Bank Nusantara Digital, an Indonesian banking company. The goal was to simulate the full ticket lifecycle — from creation to resolution and closure — from both agent and user perspectives.

Preparing the ServiceNow Environment

Before working on incidents and requests, the ServiceNow Personal Developer Instance (PDI) had to be prepared. Two users were created to represent real operational roles.

• bank_user → End User / Customer
• bank_agent → Service Desk Agent (ITIL role)

This setup allowed the simulation to reflect real interactions between users and the service desk 🎯.

Creating Incidents and Service Requests

After setting up users, the next step was creating tickets as the customer (bank_user). In total, four tickets were created with different purposes and categories.

The tickets included:

• Incident 1: Network issue (ATM offline)
• Incident 2: Hardware issue (Laptop won’t power on)
• Request 1: Software request (SPSS installation)
• Request 2: Access request (VPN access)

Each ticket was filled with a clear description, category, and urgency to reflect realistic service desk scenarios 🤓.

Working on Tickets as Service Desk Agent

After all tickets were submitted, I logged in as bank_agent to process them. As a Service Desk Agent, my responsibilities included reviewing each ticket, confirming the category, and resolving or fulfilling the request.

Incidents and requests were handled according to their type:

• Incidents were analyzed and resolved
• Requests were fulfilled and completed

This step highlights how the service desk acts as the central control point in IT service operations.

Resolving Service Requests

In addition to incidents, service requests were also handled in the agent’s workspace. Proper resolution notes and fulfillment actions were recorded to ensure traceability and consistency.

Incidents resolved from Agent Perspectives

Requests resolved from Agent Perspectives

Customer Review and Ticket Closure

Once all incidents and requests were resolved, the process returned to the customer. The customer logged back in to review the tickets and confirm that the service had been restored or fulfilled.

A window of closed tickets from user’s window (After closure)

After confirmation, all tickets were officially closed. This step is important because ITIL emphasizes that a ticket is not complete until the user confirms resolution 📩.

One of the example incidents already closed

Through this scenario, I learned that ITIL processes become much clearer when practiced directly in a real system like ServiceNow. Creating, resolving, and closing tickets helped me understand the importance of role separation, proper documentation, and user confirmation.

This simulation showed that even simple incidents and requests require structured handling to ensure service quality and user satisfaction 🎯.