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The terminology of 'parent-child' applies well in an IT service support environment where support teams try to identify specific service requests as incident and problem tickets. While both incidents and problems are basically disruptions caused in IT service, in ITIL, these are defined and dealt with differently. Problem…
Problem management is a crucial part of IT service management that requires support teams to diagnose the ‘root cause of incidents’ (identified as problems), and determine the resolution to these problems. This is not an easy task, and specifically for mid-size to large organizations, where the number of incidents logged…
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