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Service Support Incident Management

ITIL General
Service Desk Incident Management
This is probably the most common ITIL discipline utilised throughout Organisations regardless of the level of ITIL maturity.  The goal of ITIL Incident Management is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and…
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1014 words, last edited in the afternoon of 9th Oct 2006
This article is from Service Operation - Incident Management and has been viewed 36335 times.
Tags: Incident Management, ITIL maturity, ITIL Incident Management, Management Information, Incident detection, ITIL disciplines, ITIL Service Desk, Incident Management process, ITIL Problem Management, ITIL Configuration Management Database

Problem Management

ITIL General
Service Support Problem Management
The objective of ITIL Problem Management is to minimise the adverse effect of Incidents and Problems caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents, Problems and Errors.   The main reasons for adopting ITIL Problem Management are: …
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851 words, last edited in the afternoon of 9th Oct 2006
This article is from Service Operation - Problem Management and has been viewed 34167 times.
Tags: ITIL Problem Management, ITIL Service Support, Problem Management

ITILnews.com for ITIL Version 3, ITIL Service Management and related topics

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The ITILnews.com site is for the benefit of all the people who are interested in the advancement ITIL, it is where you can gather information and have your say. If there is anything we have missed, let us know and we will put it up for everyone. If…
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458 words, last edited in the morning of 25th Sep 2006
This article is from About ITILnews - Home Page and has been viewed 10219 times.
Tags: ITIL, ITIL v3, ITIL version 3, ITIL training, Service Management, ITIL principles, IT Service Management
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