Service Manager

Incident Management

An incident is an unplanned interruption or reduction in quality of an IT service, or a break in the standard operation of a service. The application records the details of incidents and its complete history from registration to resolution.

•About Incident Management

•About the Incident Lifecycle

•Managing Incidents

•Assigning Incidents

•Investigating Incidents

•Responding to Incidents

•Resolving Incidents

•Closing Incidents

•Working with Master Incidents

•Incident State Transitions Reference

•Incident Business Object Reference

•Default Incident Templates