What is one of the components included in Service Management Systems (SMS)?

One of the main components of Service Management Systems (SMS) is the tracking of incidents. This function is vital as it allows organizations to log, manage, and resolve incidents that disrupt normal service operations. By tracking incidents, support teams can gather detailed information about issues, prioritize them based on their impact and urgency, and ensure that incidents are addressed in a timely manner. This component is essential for maintaining service quality and improving overall customer satisfaction.

In contrast, creating marketing materials, negotiating contracts, and training users are tasks that fall outside the core focus of Service Management Systems. These activities do not directly pertain to the operational management of services and incidents, making incident tracking a fundamental aspect of SMS.