This post marks the beginning of a series exploring how Redmine can be used to implement robust IT Service Management (ITSM) practices. This series will examine various ITSM processes and explore how we can customize Redmine to enhance its efficiency.

Incident Management is one of the key processes within the ITIL methodology. Read the article to find out why you need to manage incidents comprehensively, what the key stages of the process are and how you can use Redmine at each stage.