Incident & Service Request Management: Minimizing Downtime & Maximizing Satisfaction
What is Incident & Service Request Management? Incident and service request management is a foundational component of IT Service Management (ITSM) that focuses on efficiently handling IT issues, service requests, and user queries. Incidents are unplanned interruptions or reductions in the quality of IT services, while service requests are formal user demands for information, access, […]
Incident Management in ITSM
Introduction Incident Management is a core component of IT Service Management (ITSM), ensuring that IT services remain available and operational by effectively handling unexpected disruptions. The primary goal of Incident Management is to restore normal service operations as quickly as possible while minimizing the impact on business processes. This document explores the fundamental principles, processes, […]