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by henrikh
Tue May 17, 2011 11:08 am
Forum: The ITIL Service Desk
Topic: "Fake" incidents
Replies: 4
Views: 8127

"Fake" incidents

What is the 'standard' way of handling those incidents from service level measurement perspective, which incidents were eventually not justified? Scenario: There is a call from a user to Service Desk, saying that when user is doing X activity with the application Y, he is facing "this and that" symp...