Incident Management is responsible for handling all incidents. These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning a Service Desk, self logging through an intranet portal or by monitoring tools. The definition of an…
317 words, last edited in the afternoon of 1st Jun 2010
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Tags: Incident Management,ITIL perspective,Service Desk,IT service,configuration items,Service Level Agreements,Operational Level Agreements