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Incident Management Lifecycle – Incident vs Request

In the second set in the incident management lifecycle series, we look at the very basic distinction that distinguishes incident from a service request. Often, most organizations confuse (some on purpose) incidents with service requests, and both are handled with… Continue Reading

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Incident Management Lifecycle – Triggers

Most ITSM consultants prefer to start off the blocks with the design and implementation of the incident management process. Also, by hanging onto the low hanging fruits in the form of incident management process development and implementation, you can certainly… Continue Reading