**Incident management** is an [[Information technology service management|ITSM]] process within the [[ServiceNow|ServiceNow]] AI Platform that leverages operational [[Configuration item|configuration items]] from the [[Common Service Data Model|Common Service Data Model]] (CSDM), a reference architecture that provides prescriptive guidance on service-related definitions and data modeling. Incident management enables organizations to restore normal service operation as quickly as possible while minimizing business impact, using CSDM-compliant data to identify affected services and route incidents to appropriate support teams. Incident management utilizes operational CIs from both the [[Service Delivery (CSDM domain)|Service Delivery domain]] and [[Service Consumption (CSDM domain)|Service Consumption domain]] for incident classification and [[Impact analysis (ServiceNow)|impact analysis]]. When an incident is logged, it can be associated with [[Application Service (CSDM)|Application Services]], [[Technology Management Service (CSDM)|Technology Management Services]], [[Technology Management Service Offering (CSDM)|Technology Management Service Offerings]], [[Business Service (CSDM)|Business Services]], or [[Business Service Offering (CSDM)|Business Service Offerings]]. The Support Group attribute on CIs, which can be synchronized from [[Technology Management Service Offering (CSDM)|Technology Management Service Offerings]] through [[Dynamic CI Group (CSDM)|Dynamic CI Groups]], determines incident routing. [[Event Management (ServiceNow)|Event Management]] can automatically create incidents based on service health issues detected for [[Application Service (CSDM)|Application Services]] and related infrastructure. Business Service Offerings can identify subscribers by user, company, location, department, and [[Group (CSDM)|group]], enabling organizations to determine not only what services are impacted but also who is affected across the [[CSDM Service Life Cycle|CSDM Service Life Cycle]].