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...
Tag : Service Desk
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...
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...
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...
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...
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...
“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...