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8 September 2017

The key to proactive Problem Management (Incidents vs. Problems)

Incident Management is a core task for any Service Desk. And we all know that Problems lead to more Incidents. How then, do you avoid more Incidents with proactive Problem Management?

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25 May 2017

Understanding the Incident Priority Matrix

The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage monsters. However, situations are rarely that clear-cut. How do you prioritize incidents on a detailed level?

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