BMC Incident and Problem Process Management Problem IT organizations are under pressure to supply higher levels of support to the business in the form of faster incident resolution and improved service levels. However, many find this to be a significant challenge because incident management processes are not standardized and prioritization of incidents is often done without an understanding of their impact on the business. This problem is made worse when there are multiple service desks in an organization that are not integrated and don’t share information; or when self-service options don’t exist for employees, forcing the service desk to take every call or respond to every e-mail. Solution BMC Incident and Problem Process Management enables IT to respond quickly and efficiently to conditions that disrupt critical services by automating ITIL incident and problem management processes, so that your service desk can act as a single point of contact for user requests, user submitted incidents, and IT operations. Its flexible, built-in, best-practice and self-service knowledge base help to speed the resolution of end-user issues and the identification of defects in the IT infrastructure. Automated workflow captures and tracks incidents and problems in a seamless and integrated fashion, from the initiation of the incident to problem correlation, through knowledge entry creation and change request and verification, and finally, to permanent fix and resolution. Related Products BMC Remedy Service Desk  BMC Remedy Knowledge Management  BMC Service Management Process Model  BMC Service Level Management  BMC Atrium CMDB  BMC Remedy Action Request System