Understanding Service Manager Incidents
Incident records are Service Manager entries of incidents and are the core of the incident management process. The goal of the Service Manager incident management process is to restore normal operations as quickly as possible.
Incidents are equivalent to trouble tickets. These are created in response to a variety of events.
The Service Manager incident process covers all the steps in the ITIL incident management process. These steps are as follows:
• Incident detection and recording
• Classification and support
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
• Incident reporting
The outcome of incident resolution is the resumption of service, meaning a return to normal service ...
Get Microsoft® System Center 2012 Unleashed now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
