Incident, problem or change? A decision tree that works
The three records exist to answer three different questions. Here is the decision tree, and the two habits that turn an ITIL implementation into filing for its own sake.
· 5 min read
Tagged: Itil
How to write an SLA your team can actually meet
Most SLAs are missed because of how they were written, not how the team performed. Here is how to set targets you can defend, and the three mistakes that cause almost every dispute.
· 5 min read
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