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InvGate Blog

5 Questions to ask about Incident Categorization

Posted by InvGate on August 7, 2019 at 3:42 PM
Incident management is front and center of your IT service provider offering. Done well, effective triaging can speed up incident resolution times, make life easier for technicians, and improve customer satisfaction. To help, here are five questions for your IT service desk to ask itself when you’re reviewing your incident categorization approach.
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Topics: Help Desk, Incident Management, Major Incidents

ITSM 101: 5 Ways to Improve Your Major Incident Communications

Posted by InvGate on September 5, 2018 at 7:07 AM
The major incident management process can be one of the most important IT service management (ITSM) processes for an organization. A major incident can hurt business operations (and thus revenues). And when a major incident is handled badly it reflects negatively on your organization and will likely increase customer inquiries and complaints. In addition, it can cause issues for your frontline staff because, at best, they face an increased workload and at worst, team morale is damaged. This blog offers 5 ways in which to improve major incident communications and thus minimize the impact major incidents have on all affected.
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Topics: ITIL, Incident Management, Major Incidents

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