From the course: IT Service Management: ISO20000

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Resolution processes

Resolution processes

From the course: IT Service Management: ISO20000

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Resolution processes

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In our previous module, we looked at our relationship processes of business relationship management and supplier and it's really talking about how the service provider will interact not only with its customer but also within the supply chain. We've talked about the service delivery processes of how we will design, develop and transition as well as kind of ongoing interaction with the customer in the services that we deliver. In this module, we're going to look at the resolution processes. No matter how well we've had designed and transitioned our services, there are going to be events. Things will go wrong. Murphy runs a mock in any organization but if we have good resolution processes, we can really mitigate some of those or most of those occurrences and hopefully continue to deliver services as we've agreed. The two processes that we're going to look at in the resolution processes are incident and service request management and then problem management. Let's just jump right in here…

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