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ServiceNow Incident Management Vs Major Security Incident Management

Incident Management and Major Security Both incident management and incident management are critical components of ServiceNow, but they serve different functions.

Below is a tabular representation of their differences:

AttributeIncident ManagementMajor Security Incident Management
PurposeManages and tracks IT service disruptions and restores services to their operational state.Manages and tracks major security events that could have a significant impact on the organization.
Primary UsersIT support teams, HelpdeskSecurity teams, CISOs, and IT management
ScopeTypically covers all IT-related incidents, ranging from low to critical impact.Specifically targets high severity and critical security incidents.
LifecycleIncident creation, categorization, prioritization, investigation, resolution, and closure.Detection, triage, analysis, containment, eradication, recovery, and lessons learned.
IntegrationOften integrated with Problem Management, Change Management, etc.Integrated with Vulnerability Response, Threat Intelligence, etc.
NotificationNotifications are usually sent to IT personnel, stakeholders based on impact.Specialized notifications and escalations are often sent to top management and specific security teams.
AutomationCan have automation for assignment, categorization, and minor remediation tasks.Might include integrations with Security Orchestration, Automation, and Response (SOAR) solutions for automated responses.
DocumentationIncidents are logged with details like affected service, symptoms, impact, urgency, etc.Security incidents log details like affected data, breach points, indicators of compromise, and more.
SLAsSLAs are based on urgency and impact, ensuring timely response and resolution.Might have stricter SLAs and OLAs due to the severity and potential business impact.
Post-IncidentPost-Incident reviews are typically done to ensure continuous service improvement.Post-incident reviews are focused on understanding the breach, improving defenses, and reporting to regulatory authorities if necessary.
Data Privacy & HandlingRegular data handling procedures.May involve specialized data handling due to sensitive nature of security incidents (e.g., data breaches).
Tools within ServiceNowUse of the service catalog, Knowledge Base, etc., for incident resolution.Integration with external threat intelligence feeds, forensic tools, etc.

While this table provides an overview of differences, it’s important to note that real-world processes and implementation can vary based on an organization’s policies, industry regulations, and specific use cases.

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