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  2. Event management (ITIL) - Wikipedia

    en.wikipedia.org/wiki/Event_management_(ITIL)

    Incident Record: an incident can be generated when an exception is detected. RFC: in case of an RFC there are two scenarios underlined: For an exception (two new network devices have been added without the necessary authorization) For a change (in order to prevent a file system failure, the server needs to be upgraded.

  3. ServiceNow - Wikipedia

    en.wikipedia.org/wiki/ServiceNow

    ServiceNow, Inc. is an American software company based in Santa Clara, California, that supplies a cloud computing platform for the creation and management of automated business workflows. It is used predominantly for the automation of information technology process, for example, the reporting and resolution of issues impacting am organization ...

  4. Issue tracking system - Wikipedia

    en.wikipedia.org/wiki/Issue_tracking_system

    An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed ...

  5. HP Service Manager software - Wikipedia

    en.wikipedia.org/wiki/HP_Service_Manager_software

    Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB.

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    mail.aol.com

    Get AOL Mail for FREE! Manage your email like never before with travel, photo & document views. Personalize your inbox with themes & tabs. You've Got Mail!

  7. Helpdesk and incident reporting auditing - Wikipedia

    en.wikipedia.org/wiki/Helpdesk_and_incident...

    Help desk and incident reporting auditing is an examination of the controls within the help desk operations. The audit process collects and evaluates evidence of an organization's help desk and incident reporting practices, and operations. The audit ensures that all problems reported by users have been adequately documented and that controls ...

  8. Configuration management database - Wikipedia

    en.wikipedia.org/wiki/Configuration_management...

    CMDBs can be used for many things, including but not limited to: business intelligence, software and hardware builds, inventory, [4] impact analysis for change management, [5] and incident management. In the context of ITIL, the use of CMDBs is as part of infrastructure operations and support. The CMDB represents the authorized configuration of ...

  9. Incident management - Wikipedia

    en.wikipedia.org/wiki/Incident_management

    An incident is an event that could lead to the loss of, or disruption to, an organization's operations, services or functions. [2] Incident management (IcM) is a term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence.

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