Antoni Hanus (a Premier Field Engineer) has just posted this great guide found here:

 

http://blogs.technet.com/b/antoni/archive/2012/08/13/service-manager-101-part-1-incident-management.aspx

 

In Antoni’s own words : This guide includes “many of the tips, best practices and additional guidance that I recommend to the customers I assist.  As time allows, I hope to produce similar guides like this for other areas of the product like Service Request Fulfillment. Any feedback, suggestions for new posts, or comments greatly appreciated.”

 

This blog contains some really great info including Terminology, Overview and Detailed Guide.  Please take a look and give Antoni some thoughtful feedback!