Use > Incident Management help hub

Incident Management help hub

Service Manager Incident Management can automate the reporting and tracking of a single incident or of a group of incidents, and help you to achieve service performance that meets Service Level Agreement (SLA), Operation Level Agreement (OLA), and Underpinning Contract (UC) targets.

User roles

Describes the ITIL user roles as implemented by Service Manager.


Incident Analyst

Incident Coordinator

Incident Manager

Service Desk Agent

Service Desk Manager

Key concepts

Describes the most important things that you need to know about how the Incident Management module functions.

Incident Management overview

What is an incident?

Alerts and escalation

Incident Details section

Assignment groups

Incident Management views

User workflows

Describes the ITIL workflows as implemented by Service Manager and the sub tasks that end users must perform in order to execute the workflows.

Incident Logging

Incident Categorization

Incident Investigation

Incident Recovery

Incident Review

Incident Closure

Administrator tasks

Describes the Administrator tasks in the Incident Management module.

Configure the Incident Management environment

Configure Incident Management settings

Add an Incident Management assignment group

Update multiple incident records

Additional resources

Processes and Best Practices