The objective of Incident Management is to restore the service as quickly as possible to meet Service Level Agreements (SLAs) while the emphasis of Problem Management is to resolve the root cause of errors and to find permanent solutions.
Unfortunately today, many organizations do not manage incidents and problems accordingly due to the confusion and fear of it being a hard or complicated process when actually, it can be quite simple especially when using the proper tools.
In this webinar, we will discuss the difference between incidents and problems as well as the steps of proactively identifying and managing them and how the proper tools can make this process simple and easy.
Author
Gustavo Oliveira