Joined: Mar 16, 2006 Posts: 4 Location: Sydney, Australia
Posted: Fri Mar 17, 2006 10:24 am Post subject: Process Templates - Incident Management
I'm a process analyst within a shared business services unit for a large corporate. This unit provides IT and finance services to 5 major business divisions across multiple locations.
The service desk receives all calls for both finance and IT issues and has to route them appropriately.
We are currently starting to implement ITIL-based Incident and Problem Management processes. I have been tasked with running a series of process design workshops. Given that the processes have to span both IT and non-IT groups, are there any templates out there that would assist workshop facilitaion and information capture?
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