Which system is used for incident and service request tracking, problem tracking, and configuration management?

The correct answer is that a Service Management System is specifically designed to handle various IT service management processes, including incident and service request tracking, problem tracking, and configuration management. These systems provide a comprehensive framework for managing service delivery, ensuring that IT services meet the needs of the business efficiently and effectively.

Service Management Systems often incorporate best practices and methodologies, such as those found in ITIL (Information Technology Infrastructure Library), to facilitate structured processes. They enable organizations to document incidents and requests, track ongoing problems, and manage configurations of IT assets, resulting in improved resolution times and better service quality. By integrating these functions, a Service Management System helps improve overall operational efficiency and enhances the user experience when they request IT services.

While other choices such as a Service Desk do play a role in managing service requests and incidents, a Service Desk is just one component of a larger Service Management System. Service Level Agreements outline performance expectations but do not track incidents or configuration. Service Design focuses more on the planning and design of services rather than tracking processes. Therefore, the Service Management System is the most suitable choice for encompassing all the mentioned functionalities.