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ITIL :: View topic - Process Templates - Incident Management
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Process Templates - Incident Management

 
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Itilica
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Joined: Mar 16, 2006
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Location: Sydney, Australia

PostPosted: Fri Mar 17, 2006 10:24 am    Post subject: Process Templates - Incident Management Reply with quote

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?

I'd greatly appreciate any advice on this matter.
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