You can really code yourself into a corner in servicenow if you try to accommodate every request and over customize.
Close multiple incidents from the incident list simultaneously that can have the same resolution code, the first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. In addition, servicenow provides service management for every organization in your enterprise, including IT, human resources, facilities, field services, and more.
Once the incident is resolved, the IT organization can concentrate on the task of resolving the underlying problems, incident management software, with its ITIL application management function, combines people, processes, and technology, allowing for systematic tracking and incident management, also, closed incidents can be reopened if the user or service desk believes that it needs to be reopened.
Want to check how your ServiceNow Processes are performing? You don’t know what you don’t know. Find out with our ServiceNow Self Assessment Toolkit: