HP Service Manager Documentation: Incident Management

• Incident Management
  • Incident Management process overview
    • Input and output for incident management
    • Key performance indicators for incident management
    • ITIL V3 key performance indicators for Incident Management
    • COBIT 4.1 key performance indicators for Incident Management
    • RACI matrix for Incident Management
  • Incident Management workflows
    • Incident logging
      • Incident logging process
      • Create new incident from user interaction
      • Create new incident from monitoring system notification
      • Review and update incident information
    • Incident assignment
      • Incident assignment process
      • Assign an incident
      • Reassign an incident
    • Incident investigation and diagnosis
      • Incident investigation and diagnosis process
      • Change incident status pending user information
      • Change incident status pending vendor investigation
      • Document an existing solution or workaround in an incident
      • Reject an incident
      • User request for information incident
    • Incident resolution and recovery
      • Incident resolution and recovery process
      • Test the incident resolution
      • Change incident resolution
      • Reassign incident resolution
    • Incident closure
      • Incident closure process
      • Close an incident
      • Close an incident with an associated interaction or event
      • Reject an incident resolution
      • Reject an incident resolution with an associated change or service request
    • Incident escalation
      • Incident escalation process
      • Escalate an incident with a service request
      • Open a change for an incident escalation
      • Reassign an incident for additional support
    • Monitor Service Level agreements
      • Monitor Service Level agreements process
      • Monitor interaction queue for service level agreement breaches
      • Monitor interaction queue for potential service level agreement breaches
    • OLA and UC monitoring
      • OLA and UC monitoring process
      • Monitor OLA and UC performance
    • Complaint handling
      • Complaint handling process
      • Manage a complaint incident
  • Submitting an incident
    • Activities tab
    • Affected Services tab
    • Alerts tab
    • Asset tab
    • Attachments
    • Attachment tab
    • Billing Information tab
    • Contact tab
    • History tab
    • Incident Details tab
    • Related Records tab
    • SLA tab
  • Affected services option for Incidents and Changes
    • Affected Item field in Incident Management
  • Priority, impact, and urgency
  • New incident Options menu
  • Incident Options menu
  • Cause Codes and Probable Cause
  • Related records
  • Incident Management tasks
    • Access Incident Management views
    • Open an incident
    • Search for an incident
    • Update an incident
    • Suspend an incident
    • Delete an attachment
    • Relate a record to an incident record
    • Resolve an incident
    • View the clocks tracking an incident
    • View a list of services potentially affected by an outage
  • Incident Management paging feature
  • Posting outages
  • Notes
  • Create a note
  • Incident Management administration
    • Incident Management profile privileges and views
      • Add an Incident Management profile
      • Edit an Incident Management profile
      • Enable an Incident Management profile to use templates
      • Apply a template to complete an incident
      • Create a template to complete incident records
    • Assignment groups
      • Add an Incident Management assignment group
    • Incident Management environment record
      • Configure the Incident Management environment
    • Categories
      • Categories and Incident forms
      • Incident Management categories
      • Adding a new category subform
      • Category utility
        • Category tab
        • Formats tab
        • Alerts tab for administrators
        • Add a new incident category
        • Create a subarea record
        • Delete an Incident Management category
        • Edit an Incident Management category
    • Status progression
    • Incident Management Macro List Editor
    • Using mass update with Incident Management record lists
      • Update multiple incident records
  • Probable Cause records
    • Probable Cause form Options menu
    • Probable Cause record Options menu
    • Create a probable cause record
    • Edit a probable cause record
    • View probable cause records
  • Incident Management Downtime records
    • Create a downtime record
    • Reset Downtime
  • Incident Management Summary Link records
  • Incident Management Contract Management records
  • Alerts and escalation
    • What is escalation?
    • Alerts and calendars
    • Reassignment Alert groups
  • View an Incident record
  • Incident Management and Service Level Agreements
  • Closing an incident
    • Configure two-step closure for incidents
    • Configure Incident Management profile for two-step closure
    • Close multiple incident records

• English-to-Russian translation