Incident Management Workflow

Author(s): Natalie Sansone

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Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.

Tags

service desk, service desk optimization, shift left, service desk shift left, self-service, self-service portal, knowledgebase, knowledge management, knowledge centered service, knowledge centered support, KCS, service desk automation, shift left metrics, shift left responsibilities, self-service workflow, self-service checklist, incident management

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Optimize the Service Desk With a Shift-Left Strategy

The best type of service desk ticket is the one that doesn’t exist.
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