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Note: 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).

Within Enterprise Services, Information and Communication Technologies (ICT), the Incident Management Function is composed of the Corporate Incident Management team, an Incident Manager from each service provider, and the Queue Managers identified by the Service Providers, along with the Service Desk. This section will provide an overview or roles and responsibilities of parties involved, mechanism of engaging Incident management Process. It covers Incident Lifecycle process, and detailed description of steps along the process.