how do you document changes to your configuration which were made during an incident? In ITIL incident- and configuration-management are two different processes but they are related at this point.
My ideas are:
- The information will be manually migrated to the CMDB
- The information can be exported from the ticket system and imported to the CMDB
- The incidentticket can uses entry of the CMDB to make changes directly
- The incidentticket is the documentation