BMC Helix ITSM - Smart IT 20.x: Fundamentals Using Incident Management (WBT)

The goal of the Incident Management process is to resolve incident requests as quickly as possible in a prioritized manner. The Incident Management module is designed to support this goal.

When dealing with incident requests, Incident Management is initiated in response to a customer call, a service request, or an automated event. The primary goal of the incident management process, using ITIL standards, is to restore normal service operations as quickly as possible with minimum disruption to the business. Normal service operation is the operation of services within the limits specified by the service target. This ensures that the best achievable levels of availability and service are maintained. The Incident Management process also handles customer requests for services, such as, requiring a new laptop or access to a certain network.