Tag: service desk

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ITSM

How Mobile Is Transforming IT Service Management


A project manager is working at a remote site, and suddenly, her laptop won’t hold a charge. An account executive is in a hotel conference room making final preparations for a presentation, but he’s locked out of PowerPoint. The CEO has a speaking engagement …






author:

ITSM

What Is Problem Management? Understanding the Basics


When thinking about problem management in your IT organization, it’s a good idea to first understand how ITIL differentiates problems and incidents within the service management framework. Problems are defined as the cause of one or more incidents, where incidents are simply disruptions in …