Connect an AI assistant
Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.
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Incident Management Overview
- Article
- Tue Sep 22 2026
- 1 minutes to read
- 1 contributors
Incident management is the central process of your service desk. Hornbill Service Manager allows you to tailor this process to match the specific needs of your organization.
This guide explains the core capabilities of Hornbill Service Manager. You will learn how the system supports you from the initial report of an issue through to its resolution, closure, and continuous improvement.
Understand incident management
Incident management restores normal service operation as quickly as possible. This process minimizes the impact on business operations when an unplanned interruption or a reduction in service quality occurs.
The goal of incident management is to resolve issues efficiently while providing a positive experience for your users.
Key resources
You can refer to two primary resources to help you set up and use Service Manager:
- Service Manager Configuration Guide: This guide helps administrators set up and tailor the application.
- Service Manager User Guide: This guide covers day-to-day tasks for service desk staff and end users.
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