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.