Click here to continue.
Click here to Quit.
This simulation should take approximately 7 minutes.
This simulation is designed to give you the opportunity to practise the steps required to:
These are important features of Service Manager as they will allow more efficient escalation and resolution of incidents.
Note: this scenario is designed to show that Major Incidents are handled through the Incident Management module, rather than Problem Management.
Working with Major Incidents
You have now updated the incident and turned it into a Major Incident. All first line support analysts will receive a System Bulletin advising them of this.
For the remainder of this simulation you will be logged in as a first line support anallyst viewing the System Bulletin.
Click here to go back.
Click here to Exit.
You have now had the opportunity to practice the steps required to:
Associate an Interaction with an Existing Incident
Click here to Go back.