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Problem management is too often misunderstood – ranging from the confusion between incidents and problems to the use of problem management techniques in the wake of a major incident. Here, Sophie Danby shares tips to help.
Most organizations need service request management even if it’s called “business-driven change,” “ticket handling,” or something else. But no matter what “the provisioning of new IT services” – which, of course, might not be called services and simply hardware, software, and access provision – is called, many service request management tips are available to IT service desks.
Our annual(ish) article now has a new name, but the intention is the same – to publicize any ITSM-related industry analyst reports made available by ITSM tool vendors.
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