Technology has improved the support of ITSM best practices consistently over the last 20 to 30 years. It has especially matured the support of many operational processes including incident management. The following list shows many of the key requirements for the incident management process. You may have additional requirements, but the following list is a sample of what should be expected of any service management tool. The most important thing to remember about selecting any technology is it will not make a poor process better. It is also important to realize how the tool will be used to select one that will be most effective for your needs.
The following is a list of incident management requirements:
- The ability to create, modify, close, or cancel incident records
- The ability to automatically generate a unique record identifier
- Capturing and storing historical data and other incident-related information
- The ability to store and maintain...