Effective Incident and Problem Management helps drive business success by keeping critical systems available to employees, customers, and partners. The BMC® Incident and Problem Management solution, combined with repeatable processes, such as those described by the IT Infrastructure Library(ITIL®), is crucial to ensuring successful incident and problem lifecycle management. Using certified best practices and IT process alignment to consolidate, log, prioritize, track, manage, and escalate all types of incidents and problems (whether initiated by users, other IT services, or third-party organizations), BMC Incident and Problem Management enables you to realize the following benefits:

• Reduce support call length by implementing a robust incident handling system that can log support requests and forward trouble tickets to the appropriate technician
• Improve service desk operations by defining and refining incident and problem management processes
• Reduce confusion and duplication by eliminating domain-specific help desks
• Increase first-line resolution rates by building and managing a robust knowledge management system to capture and organize lessons learned from prior support requests
• Reduce the number, duration, and severity of business disruptions by moving to proactive incident and problem management