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WHAT IS A HELPDESK?

4 years ago Hutch Morzaria 0
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss Read More

The Difference Between Incident Managment and Problem Management

6 years ago Hutch Morzaria 0
Incident Management and Problem Management are both key components of the ITIL service model and have been defined and created in an effort to provide a better and more streamlined service to consumers. ITIL itself stands for the – Information Technology Infrastructure Library – and comprises of the following books: ITIL Service Strategy  ITIL Service Read More