Number:  CIM007
Creation Date:  2018-11-23
Category:  Incident Management
Effective Date:  2018-11-27
Type:  Processes
Last Reviewed:  2019-01-28
Version:  1.07
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).​​

The purpose of this document is to provide guidance on ITSM ticket acceptance; how to keep a ticket updated during its lifecycle and ensuring appropriate information is captured on resolution.

Keywords: incident ticket management, incident resolution, incident management