ServiceDesk Plus 8.x Essentials

Understanding the IPM process flow

Now that we understand the prerequisites for setting up the Incident and Problem Management processes, we can move to the process flows required to implement them.

Implementing the Incident Management process flow

A typical incident flow is shown here. Let's see how ServiceDesk Plus makes managing these critical processes easy and effective, in the following diagram:

Step 1 – identifying and logging incidents

The notification of an incident could be received from:

• Event Management
• Web interface
• User, via phone call, e-mail, and so on
• Technical staff

The incident could be quickly logged into the system from the ServiceDesk ...