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Case Study: Satisfied End Users Can Disguise Service Desk Inefficiencies

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While having satisfied end users may mean that incident management practices are responsive, it does not mean that the organization’s service management discipline is successful. An over-emphasis on one process, such as incident management, can hurt the entire IT department so it is essential that organizations take a more holistic view to service management.


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ITIL, Service management, communication, incident management, release management, ITSM, problem management, manufacturing, IT service management, scorecard, root cause analysis, case study, case studies, IT Infrastructure management, root cause, management buy-in, manufacturing case studies