From the course: IT Service Desk: Service Management

Unlock the full course today

Join today to access over 22,400 courses taught by industry experts or purchase this course individually.

Incident management

Incident management

From the course: IT Service Desk: Service Management

Start my 1-month free trial

Incident management

- Incident management practice has an important role in improving the experience of customers and protecting the value proposition of the service desk. Efficient and effective management of incidents is vital to meet the needs of the customers and the business. It's important to remember that an incident management process is a tool to provide resolution outcomes to the customer. It is not the ultimate goal just to create a practice. The purpose of incident management is to restore normal service operation as quickly as possible. Incident management processes ensure that standardized methods exist for handling incidents. This minimizes the impact of any given incident on business operations, and streamlines incident response to create consistent customer service. Additional objectives include increasing awareness in communication of incidents, as well as ensuring that all activities align with business needs.…

Contents