Incident Management :

Purely reactive in nature, this process, often simply called Help Desk or Service Desk, is focused on quickly restoring service availability by handling incidents occurring in the infrastructure or reported by customers and seeks to minimize service disruptions. This process manages the day-to-day support interface between customers and service providers, and as such is critical to successfully managing customer satisfaction. Call management and efficient first, second and third-level support are encompassed in this process. Again, Change and Configuration Management interact heavily with this process.