Incident management use cases
This topic describes common incident management use cases that you typically encounter as IT support staff. The Calbro Services user personas help to illustrate the use cases and ITIL good practices workflow, however, the use cases do not necessarily make reference to specific Calbro Service sample data.
The following use cases are provided:
- Incident resolution with first call resolution
- Incident resolution with assignment to specialist
- Incident request resolution with an emergency change request