Incident Management overview

The Service Manager Incident Management process enables you to categorize and track various types of incidents (such as service unavailability or performance issues and hardware or software failures). It helps you to ensure that incidents are resolved within agreed on service level targets.

The Service Manager Incident Management application supports the Incident Management process. It incorporates the essential concepts of Information Technology Infrastructure Library (ITIL) to ensure that the best practices of IT service management in place. The Incident Management application helps you to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

For complete information on the Incident Management process overview and workflows, see Service Manager Processes and Best Practices in the related topics.

Related topics

Processes and Best Practices