ITSM Incident Management Process

Service desks are utilized by customers to report IT issues in enterprise applications. Most service issues are resolved by Level-1 teams (service desk) by providing knowledge base (KB) articles. Level-1 support resources identify important keywords and determine if the incoming request is similar to any historic ticket. 

With existing incident resolution notes, Level-1 resources can resolve incidents promptly. Otherwise, they create incidents with all mandatory fields, such as Configuration Item (CI), Short Description, and Description in ticketing tools like ServiceNow. As part of the incident management process, an incident ticket is created and forwarded, along with relevant information, to a Level-2 team, who are subject matter experts (SMEs) for the incident.