Chapter 15. Using Service Manager 2010 for Incident Tracking and Help Desk Support

In This Chapter

Incidents and Problems Configuring Incident Settings Service Manager Notifications Creating New Incidents Working with Incidents Configuring Problem Settings Working with Problems Incident and Problem Reports

Unfortunately, information technology (IT) systems fail. This can be by directly breaking down—as in a server hardware failure, a misguided configuration change, or an application glitch—or by failing to function properly from a user’s perspective by not being easy to understand or not behaving as expected. These failures result in incidents. Service Manager creates and tracks incidents to help resolve those failures.