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- Wed Jan 18, 2012 5:42 am
- Forum: The ITIL Service Desk
- Topic: Incident management process within service desk
- Replies: 2
- Views: 5721
Hi All Please help, my company 2 teams to drive the IM process. The service desk who serves as first point fo contact for troubleshooting user issues and log calls on behalf of users to diff support teams. The IM team who follows up on calls logged and ensure that service is restored as per agreed S...