This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

User goals and features

The information in this section is for support or service desk agents. It is an overview of the service desk user goals, especially those related to solving business problems, and how they are addressed by the features in the product.

Incident Management user goals and features

The information in this section is for support personnel. It describes how to use the Incident Management feature to manage an incident request through its lifecycle; starting with registration, through assignment, resolution, and on to closure.

There are also topics for group coordinators and on-duty managers that include assigning incident requests as a group coordinator, tracking incident requests, and handling escalations.

Other topics related to the general management of incident requests are also covered in this section, as outlined in the following list:

Problem Management user goals and features

These topics describe how to use the Problem Management feature to manage problem investigation through their lifecycle, as described by the BMC Service Management Process Model.

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