The following materials reflect the user interface changes implemented in ServiceLink on July 31, 2015. Additional documentation and simulations will be added as they become available. See the ServiceLink User Interface - Overview of Changes page for information on what changed in ServiceLink with the user interface upgrade.

For information and instructions on using ServiceLink, Change Management, Knowledge Management, Problem Management, CMDB and CSDC, see the ServiceLink Training Resources page.

Incident Management & Request Handling

Incident Management is the process of dealing with service failures reported by end users or automatically detected and reported by event monitoring tools. The objective of Incident Management is to restore normal service as quickly as possible and minimize any adverse impacts on business operation.

Request Fulfillment is the process for service ordering, tracking, and delivery in a consistent and repeatable way regardless of the offering. The objective of Request Fulfillment is to route requests to the service provider accurately and appropriately.

Initiate and Service Request Handling
Initiate and Assign an Incident
Initiate and Assign an Incident Simulation
Find an Incident Simulation
Apply a Template to an Incident Simulation
Attach a Knowledge Article to a Incident Simulation
Escalate an Incident Simulation
Investigate, Diagnose and Resolve an Incident
Close an Incident Simulation
Reporting in ServiceLink
Incident Management Service Restoration Definitions
Significant Incident Process Quick Reference
Significant Incident Levels