the general system architecture of the
ITSM-MS. The service desk (SD) of the case organization
receives an incident from the customer, a ticket is entered
into the incident management tool and a new case is opened.
The case organization uses ITIL-based IT service support
processes for resolving the case and all the data that is
used during these processes is documented into the incident
management tool. When the case is resolved, it is sent back
to the customer and the case is closed.