Problem Management and the Service Desk - Seguridad Mania.com - España y América Latina

ts often easy to confuse incidents and problems and the associated processes and teams involved. Its not unusual to discover service originations where these concepts are blurred. Most organisations are also reasonably mature at delivering Incident management, but surprisingly immature at problem management – so shy is this? What are the clear features and benefits of these core practices and how can we make them both work well? Also, what is the best way for a service desk to contribute to successful problem Management? This session, by Barclay Rae, provides clarity and practical help.