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This article considers the technology an IT service desk team uses to provide support and assistance to end-users. This is more than the ticket management, IT service desk, IT help desk, or IT service management (ITSM) software that allows IT support teams to manage incoming requests, track issues, and ensure efficient communication and problem-solving.
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.
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