Information on the products your help desk supports is organized into a hierarchy
composed of four levels: system, component, item, and module. These four levels are
collectively called the SCIM, an acronym formed from the first letter of each word.
Each product your help desk supports should have a corresponding SCIM definition. When
registering a call and requesting information, the analyst can limit the database search
based on parameters that match SCIM definitions. For more information, see Maintaining the SCIM Hierarchy.