Standardize the Service Desk – Phase 2: Design Incident Management Processes


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Develop the building blocks of the incident management process. This phase will take you through the following activities:

  • Build incident management workflows.
  • Build incident identification and logging processes.
  • Design ticket categotization.
  • Design incident escalation and prioritization.

Use this phase as part of the full blueprint, Standardize the Service Desk.

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