Posted: Tue Jun 12, 2018 7:21 pm Post subject: Multiple incident handling processes
In our company we have a servicedesk using an old version (i think) of Rememdy. Its build on ITIL processes incident, change, problem, servicereq. We have those proceses in visio also. Not describing in detail how to do things, but still, we know how to use the system.
We have more than 50 customers calling us, and for that, in order to know how to handle each the best way, we have an internal wiki page with drawn processes for each since they have different handling. It works fine.
Those anyone else have it like this? I hope i am explaining it correctly I was just wondering if this is normal? If normal excists? I dont think we can only have the itil incident management process to describe how to handle each customer
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