The document discusses support tools like Remedy, ServiceNow, and Service Level Agreements (SLAs) for prioritizing and resolving incidents. It describes the queues, priorities, and statuses an incident may have in ServiceNow. Incidents start as new, change to active when assigned, can be awaiting user info, then resolved or closed. If a configuration change is needed, a change request is raised instead and the original incident closed. The change request process involves requirements gathering, development, testing, approvals, and deployment to production.