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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

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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… Continue Reading

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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… Continue Reading