Thanks a lot for the reply, UKVIKING It all makes sense, and hopefully we'll get to a point where we'll be able to work like that. For now the main question that I have is about managing the user's expectations. Should the team push back and let the user know that finding the cause for a low priorit...

Hi guys, I'm new to ITIL and I'm currently working in reducing our huge queue of open problems. I've noticed that a lot of these problems were raised after a single incident only because the user was not happy with closing the incident until more investigation was done regarding the root cause. Is t...