This chapter is about managing the IT Service Management Solution set. It includes the following topics:

• About IT Service Management Solution Set
• Scenario for IT Service Management Solution Set
• Process for IT Service Management Solution Set
• Incident Management
• Problem Identification and Management
• Change Management
• Managing Known Errors
• Service Level Management (SLM)

For information about setting up and using Siebel HelpDesk features and resources that administrators can use to set up other features, see Setting Up HelpDesk.