Number:  C000020
Creation Date:  2017-12-19
Category:  Incident Management
Effective Date:  2017-12-19
Type:  References
Last Reviewed:  2018-07-04
Version:  1.0
Scheduled Review Date:  
Security Classification:  Public
Status:  In Review


We are currently working on updating incident management process documentation due to transition from BMC Remedy to Service Now. In the interim, please use this Service Now Training link (GoA login required).​

A brief go-to outline for clients so they are aware when to use Service Desk for incidents, and by what means: Phone, Cell, E-mail. The objective is to bring understanding to users about what response they may expect from each approach.

Keywords: Engaging Incident Management Quick Reference Document