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Service Desk & IT Operations

Guidance & tips related to incident management, service request management, event management, request fulfillment, problem management processes and IT operations management functions.

  • Common problem analysis and diagnostic techniques
  • Key activities in the problem management process
  • Difference between reactive vs. pro-active problem management
  • Definition: Service Request
  • Definition: Proactive Problem Management
  • Incident Recording
  • Incident Filtering

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