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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 prove your authority in the ITIL area to the customer. I

Importance of Communication in IT Service Operations

Service providers often goof up with their management of IT service operations, thanks to their negligence towards the soft skill that makes or breaks operations - communication. They generally don't value the importance of communication and end up paying for it through escalations, penalties and negative customer ratings. Why is communication

TEMPLATE : Major Incident Notification / Announcement

A major part of the incident apart from diagnosing and resolving incident revolves around the communication activities between various parties. For starters, when an incident is notified, the service desk needs to notify the support teams. If the organization has scope for an incident manager to play a part, then

Different Roles in ITIL Service Desk Management

Theoretically, in ITIL, there are two roles in the service desk. The first one is for accountability – service desk manager and then the person responsible for carrying out activities – service desk agent. But, in reality, it is not possible to run service desk operations using the two roles.

Introduction to Service Desk

I believe that if you get the service desk structure and implementation right, half your job is done. Service desk is the most important unit of any organization, and they make or break your business. So, beware, and take extra care on how the service desk is put in place. Service

Incident Priority in ITIL Explained with Examples

Tagging incidents with the right priority has been a questionable topic across organizations that are practicing ITIL. No matter what the basic principles are in terms of mapping priority to incidents, there are always lingering questions whether the chosen priority is indeed the right one. In this piece, I will provide

“Follow the Sun” Service Desk Model

Follow the Sun is a support model which works best for service desks that work around the clock, i.e 24 hours a day and 7 days a week. The organization which we are using in our example has offices spread worldwide and the Follow the Sun support model works wonderfully well

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