Incident Management
Incident Management aims to minimize disruption to the business by restoring service operation to agreed levels as quickly as possible.
Incident Management is often the first process instigated when introducing the ITIL quality framework to a Service Desk, and offers the most immediate and highly visible cost reduction and quality gains.
However, the effectiveness of Incident Management is closely aligned to the accuracy and design of the CMDB (Configuration Management Database), and its ongoing effectiveness is significantly aided by the implementation of Problem and Change Management.
Problem Management
Problem Management assists Incident Management by:
-providing the next path to escalation and resolution (part of the Incident Lifecycle)
-establishing root cause and Known Errors
-supporting Incident Management in restoring services
-providing management reporting on historical data and trend analysis.
Confuto Systems portfolio of Incident and Problem Management tools:
Firtsview managed services (MSP)
CA's Service Desk
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