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