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Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition by Michael Kunas

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CHAPTER 12: RESOLUTION PROCESSES

The resolution processes include incident and service request management and problem management. These are separate processes, even if they are closely linked. Incident management deals with the recovery of the service for service users. Secondly, service request management is grouped here to include management of information requests or requests for standard services. Problem management is similar, yet contrasts with incident management, as it focuses on the determination and removal of causes for large or recurrent problems, thus ensuring a sustainable and stable service infrastructure.

Incident and service request management

Incident management has the following objective: to recover the agreed service to the ...

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