ITSM Incident and Problem Management Methods

Many organizations do not manage incidents and problems accordingly due to the confusion and fear of it being a hard or complicated process. On top of that, their service desk is not able to achieve the expected or anticipated results for various reasons.

A well-rounded service desk process is crucial for managing non-conformities. These processes include different levels of incident and problem controls, tracking different metrics, well defined roles and responsibilities and more.

In this White Paper, Rick Leopoldi discusses methods and methodologies for managing incidents and problems, as well as details about best practices for implementing a well-rounded service desk.

Langage: Anglais

Auteur

Rick Leopoldi

Rick Leopoldi has been an IT Service Management Managing Business Consultant having more than 40 years of experience in IT. For the past 30 years he has developed and delivered process, methods, and technology infrastructure consulting solutions for major organizations worldwide and specializes in ITIL and ITSM best practices. He has held various senior level positions with companies such as CA, FoxIT, IBM, HP, CompuCom and Fujitsu consulting. Rick is a certified ITIL V2 Service Manager and V3 Expert.