Incident Management

Incident Management incorporates all of the processes and tasks that an organization uses to track and diagnose incoming problems, assign repair work, and track that repair work.

This manual describes how you can use SL1 to create an efficient workflow for incident management.

This manual shows how a fictional company, Super Service Provider, uses SL1 to manage incoming customer requests, create a workflow, and comply with Service Level Agreements (SLAs.)

The following topics are covered in this manual: