Initial diagnosis of incidents

Initial diagnosis of incidents is largely a human process, wherein the service desk looks at the information within the incident and communicates with the user to diagnose the problem in the incident.

To aid in the process, the service desk can consult the configuration management database, which contains information on hardware and software within a network and the relationships between them. CMDB can be populated in two ways: Introduction to Discovery and Help the Help Desk. Discovery is available as a separate product, but Help the Help Desk is available with the base system.