BMC Service Desk uses automated, ITIL-compliant incident management and problem management processes to help IT organizations respond quickly and efficiently to conditions that disrupt critical services. The incident management process focuses on getting users up and running after disruptions. The problem management process focuses on determining the root cause of a problem, and on using the change management process to correct the root cause. BMC Service Desk provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents. 
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